U.S. patent application number 13/412365 was filed with the patent office on 2012-06-28 for system and method for funneling user responses in an internet voice portal system to determine a desired item or servicebackground of the invention.
Invention is credited to Steven Jeromy CARRIERE, Kelly James Slough, Steven Gregory Woods.
Application Number | 20120166202 13/412365 |
Document ID | / |
Family ID | 24118867 |
Filed Date | 2012-06-28 |
United States Patent
Application |
20120166202 |
Kind Code |
A1 |
CARRIERE; Steven Jeromy ; et
al. |
June 28, 2012 |
SYSTEM AND METHOD FOR FUNNELING USER RESPONSES IN AN INTERNET VOICE
PORTAL SYSTEM TO DETERMINE A DESIRED ITEM OR SERVICEBACKGROUND OF
THE INVENTION
Abstract
A method of funneling user responses in a voice portal system to
determine a desired item or service includes (a) querying a user
for an attribute value associated with a first particular attribute
of the desired item or service; and (b) determining if the
attribute value given by the user satisfies an end state. If the
end state is not satisfied, steps (a) and (b) are performed with a
new particular attribute.
Inventors: |
CARRIERE; Steven Jeromy;
(Mountain View, CA) ; Slough; Kelly James; (San
Mateo, CA) ; Woods; Steven Gregory; (Mountain View,
CA) |
Family ID: |
24118867 |
Appl. No.: |
13/412365 |
Filed: |
March 5, 2012 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
|
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09531743 |
Mar 21, 2000 |
8131555 |
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13412365 |
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Current U.S.
Class: |
704/270.1 ;
704/E21.001 |
Current CPC
Class: |
G06Q 30/02 20130101;
G06F 16/954 20190101; H04M 2201/40 20130101; G06Q 30/0601 20130101;
G10L 15/26 20130101 |
Class at
Publication: |
704/270.1 ;
704/E21.001 |
International
Class: |
G10L 21/00 20060101
G10L021/00 |
Claims
1. A computer-implemented method of funneling user responses in a
voice portal system to determine a desired item or service, the
method comprising: (a) a computing device querying a user for an
attribute value associated with a first particular attribute of the
desired item or service; and (b) a computing device determining if
the attribute value given by the user satisfies an end state, an
end state comprising a point at which the item or service is found;
responsive to a determination that said end state is not satisfied,
performing steps (a) and (b) with a new particular attribute.
2. The method of claim 1, further comprising a step of: a computing
device assigning a user preference to the attribute value.
3. The method of claim 1, wherein querying a user for an attribute
value associated with a first particular attribute of the desired
item or service comprises: a computing device prompting the user to
supply an attribute value associated with the first particular
attribute; a computing device establishing an attribute vocabulary
set related to the first particular attribute of the desired item
or service; and a computing device identifying the attribute value
given by the user by comparing the attribute value with the
attribute vocabulary set.
4. The method of claim 3, wherein the step of establishing an
attribute vocabulary set comprises: a computing device providing a
group of possible verbal responses to a query on the first
attribute.
5. The method of claim 3, wherein the step of identifying the
attribute value given by the user comprises a computing device
providing fallback queries to query the user further for an
attribute value which is in the attribute vocabulary set.
6. The method of claim 5, wherein the step of providing fallback
queries comprises a computing device asking the user for at least
one substitute attributes for the particular attribute of a desired
item or service.
7. The method of claim 3, wherein the step of identifying the
attribute comprises a computing device setting a preference for the
attribute.
8. The method of claim 3, wherein the step of identifying the
attribute comprises a computing device setting a global preference
for the attribute, the global preference being applied to
attributes in a plurality of domains of interest.
9. A system for funneling voice portal user responses to determine
a desired item or service, the system comprising: a user interface;
and a database coupled to the user interface, the user interface
coordinating communications with a user, the database storing
information regarding attributes, attribute vocabulary sets, and
Internet-based information; wherein the user interface: (a) queries
as user for an attribute value associated with a first particular
attribute of the desired item or service; and (b) determines if the
attribute value given by the user satisfies an end state, an end
state comprising a point at which the item or service is found,
wherein responsive to a determination that said end state is not
satisfied, performing steps (a) and (b) by said voice portal with a
further attribute of the item or service sought.
10. The system of claim 9, wherein the user interface assigns a
user preference to the attribute value.
11. The system of claim 9, wherein the user interface: prompts the
user to supply and attribute value associated with the first
particular attribute; establishes an attribute vocabulary set
related to the first particular attribute of the desired item or
service; and identifies the attribute value given by the user by
comparing the attribute value with the attribute vocabulary
set.
12. The system of claim 9, wherein the database stores preferences
of the user.
13. The system of claim 9, further comprising a customer management
subsystem configured to store user related information.
14. The system of claim 13, wherein the customer management
subsystem records user responses to queries from the user
interface.
15. The system of claim 9, wherein the user interface communicates
with a user using voice.
16. The system of claim 9, wherein the user interface utilizes a
wireless application protocol (WAP) platform.
17. A voice portal configured to funnel user responses to determine
a desired item or service, the voice portal comprising: a processor
programmed for: (a) querying a user for an attribute value
associated with a first particular attribute of the desired item or
service; (b) determining if the attribute value given by the user
satisfies an end state, an end state comprising a point at which
the item or service is found; and responsive to a determination
that said end state is not satisfied, performing steps (a) and (b)
with a new particular attribute.
18. The voice portal of claim 17, wherein the processor programmed
for querying a user for an attribute value associated with a first
particular attribute of the desired item or service is programmed
for: prompting the user to supply an attribute value associated
with the first particular attribute; establishing an attribute
vocabulary set related to the first particular attribute of the
desired item or service; and identifying the attribute value given
by the user by comparing the attribute value with the attribute
vocabulary set.
19. The voice portal of claim 17, further comprising a processor
programmed for assigning a user preference to the attribute
value.
20. The voice portal of claim 17, further comprising a processor
programmed for setting a user preference.
21. The voice portal of claim 17, further comprising a processor
programmed for recording user responses.
22. The voice portal of claim 17, wherein identifying the attribute
value given by the user comprises providing fallback queries to ask
more questions regarding the attribute.
23. A computer program product comprising a non-transitory
computer-readable medium having embodied thereon computer-readable
program code for identifying user inputs to a voice portal system,
the program code in the computer program product comprising: first
computer readable program code for performing: (a) querying a user
for an attribute value associated with a first particular attribute
of the desired item or service; and (b) determining if the
attribute value given by the user satisfies an end state, an end
state comprising a point at which the item or service is found;
responsive to a determination that said end state is not satisfied,
performing steps (a) and (b) with a new particular attribute.
24. The computer program code of claim 23, further comprising
computer program code for assigning a user preference to the
attribute value.
25. The computer program code of claim 23, wherein the program code
for querying a user for an attribute value associated with a first
particular attribute of the desired item or service comprises
program code for: establishing a vocabulary set; receiving voice
input from a user; and recognizing the voice input from the user,
the recognized voice input being an identified attribute wherein
the attribute is identified by comparing the value given by the
user with the vocabulary set.
26. The computer program code of claim 25, wherein program code for
establishing a vocabulary set comprises computer-readable program
code for creating a list of words based on an attribute.
27. The computer program code of claim 23, further comprising
computer readable program code for defining a user preference based
on user responses.
Description
CROSS REFERENCE TO RELATED APPLICATIONS
[0001] This application is a divisional application of U.S. patent
application Ser. No. 09/531,743, filed Mar. 21, 2000, which
application is incorporated herein in its entirety by this
reference thereto.
BACKGROUND
[0002] The present invention relates generally to the Internet.
More particularly, the present invention relates to a system and
method for funneling user responses in an Internet voice portal
system as to determine a desired item or service.
[0003] The Internet has developed into a medium by which a person
using a computer connected to the Internet can access voluminous
amounts of information. The ability to access information via the
Internet can be provided in a variety of different ways. Sometimes
information is provided by Internet search engines, which typically
search the Internet for key words or phrases and then provide a
list of web sites which include the search words or phrases in the
web page, such as, its text or embedded identifiers (e.g.,
metatags). Information is also accessible via the Internet by
individual web sites. Individual web sites provide a wide variety
of information and services which are both time-critical and not
time dependent.
[0004] The Internet is especially conducive to conducting
electronic commerce. Many Internet servers have been developed
through which vendors can advertise and sell their products or
services. Such products or services may include items (e.g., music)
that are delivered electronically to the purchaser over the
Internet and items (e.g., books) that are delivered through
conventional distribution channels (e.g., a common carrier). The
services can include providing information (e.g., weather, traffic,
movies, cost comparisons) that is available over the Internet and
transactions (e.g., stock trading, restaurant reservations) that
are carried out over the Internet.
[0005] Unfortunately, while the Internet provides users with the
potential to access a tremendous amount of information, finding
useful Internet-based information is often time-consuming and
cumbersome. Further, it is difficult to find and compare the same
information available at multiple individual web sites because the
same information can be organized in many different ways, described
in many different forms, and changed at many different times. Added
to these inherent difficulties with the Internet is the simple fact
that a person cannot access the information available on the
Internet without having a computer or other such electronic device
which is connected to the Internet via an Internet Service Provider
(ISP). Furthermore, to effectively find desired Internet-based
information, a person must learn how to locate information via the
Internet. As such, persons without computers, people without
connections to ISPs, and people without experience or training on
use of the Internet are limited from access to Internet-based
information. These factors contribute to reasons why industry
experts estimate that by the end of 1999, only 30% of the United
States population has ever accessed the Internet, or "surfed the
web." (Statistics from Forrester Research, October 1999).
[0006] Hence, it is desirable to provide a system and method by
which people can access Internet-based information without directly
using a computer, having a personal ISP connection, or gaining
experience or training on use of the Internet. In addition, it is
desirable to provide a system and method which allows people to
obtain Internet-based information using convenient and readily
available means, such as, by way of voice over a public telephone.
Further, it is desirable to provide a system and method which
funnels user responses in an Internet voice portal system as to
accurately and quickly determine a desired item or service.
[0007] Many challenges have heretofore made such a system and
method impossible. For example, people using such a system and
method would want to have the information quickly or, at least,
within some tolerable amount of time. Such speed is difficult. Even
with conventionally high speed computers and fast communication
connections, the delay required to access the Internet has made
many people call it the "world wide wait." Another challenge to
such a system and method is the recognition of voice
communications. Conventional voice recognition technology is slow
and inaccurate. Convenient and meaningful access to Internet-based
information by voice would require simple, quick, and accurate
voice recognition. Nevertheless, known processors and memory
devices do not allow quick access to the large vocabularies and
processing speeds which would be necessary for voice recognition as
done in human-to-human interaction.
[0008] Yet another challenge to such a system and method is how to
provide free access to Internet-based information while financially
supporting the service. Conventional advertising on the Internet
requires the ability to see advertising information, such as
"banners", and make some manual selection, such as "clicking" the
banner, to get more information on the advertised product or
service.
[0009] Therefore, in addition to the above-mentioned capabilities,
it is desirable to provide a system and method by which people can
gain quick and accurate voice access to Internet-based information
free of charge. It is further desirable to provide a system and
method by which people can communicate with accurate and fast voice
recognition capabilities.
BRIEF SUMMARY OF THE INVENTION
[0010] One aspect of an embodiment of the invention is a method of
funneling user responses in a voice portal system to determine a
desired item or service. The method includes (a) establishing an
attribute value associated with a particular attribute of a desired
item or service and (b) determining if the attribute value
satisfies an end state. If the end state is not satisfied, steps
(a) and (b) are performed with a new particular attribute.
[0011] Briefly, another aspect of an embodiment of the invention is
a system for funneling voice portal user responses to determine a
desired item or service. The system includes a user interface and a
database coupled to the user interface. The user interface
coordinates communications with a user. The database stores
information regarding attributes, attribute vocabulary sets, and
Internet-based information. The user interface establishes an
attribute value associated with a particular attribute of a desired
item or service and determines if the attribute value identified
satisfies an end state.
[0012] Briefly, another aspect of an embodiment of the invention is
a voice portal configured to funnel user responses to determine a
desired item or service. The voice portal includes means for
establishing an attribute value associated with a particular
attribute of a desired item or service and means for determining if
the attribute value satisfies an end state.
[0013] Briefly, another aspect of an embodiment of the invention is
a computer program product including computer readable program code
for identifying user inputs to a voice portal system. The program
code in the computer program product includes first computer
readable program code for establishing an attribute value
associated with a particular attribute of a desired item or service
and second computer readable program code for determining if the
attribute satisfies an end state. The end state signifies the
identification of a user-desired item or service.
[0014] Other principle features and advantages of the present
invention will become apparent to those skilled in the art upon
review of the following drawings, the detailed description, and the
appended claims.
BRIEF DESCRIPTION OF THE DRAWINGS
[0015] The invention is illustrated by way of example and not
limitation in the figures of the accompanying drawings, in which
like references indicate similar elements and in which:
[0016] FIG. 1 is a general diagrammatical representation of a voice
portal connected to the Internet;
[0017] FIG. 2 is a general functional block diagram of an exemplary
functional embodiment of the voice portal of FIG. 1;
[0018] FIG. 3 is a more detailed block diagram of an exemplary
physical embodiment of the voice portal of FIG. 1;
[0019] FIG. 4 is a diagrammatical representation of an exemplary
data structure model used by the voice portal of FIG. 1;
[0020] FIG. 5 is a diagrammatical representation of the exemplary
data structure model of FIG. 4 for user related information;
[0021] FIG. 6 is a diagrammatical representation of the exemplary
data structure model of FIG. 4 for advertising related
information;
[0022] FIG. 7 is a flow diagram illustrating an exemplary creation
process of the exemplary data structure model of FIG. 4;
[0023] FIG. 8 is a diagrammatical representation of the exemplary
creation process of FIG. 7;
[0024] FIG. 9 is a flow diagram illustrating an exemplary process
of gathering Internet-based information using non-programming
means;
[0025] FIG. 10 is a diagrammatical representation of an exemplary
process of the non-programming development of rules associated with
the voice portal of FIG. 1;
[0026] FIG. 11 is an exemplary graphical user interface for the
non-programming development of rules associated with the voice
portal of FIG. 1;
[0027] FIG. 12 is an exemplary graphical user interface window used
in the non-programming development of rules associated with the
voice portal of FIG. 1;
[0028] FIG. 13 is an expanded form of the graphical user interface
window of FIG. 12;
[0029] FIG. 14 is an exemplary graphical user interface search data
editor window used in the non-programming development of rules
associated with the voice portal of FIG. 1;
[0030] FIG. 15 is an exemplary graphical user interface window used
in the non-programming development of rules associated with the
voice portal of FIG. 1;
[0031] FIG. 16 is an expanded form of the graphical user interface
window of FIG. 15;
[0032] FIG. 17 is an exemplary graphical user interface window used
in the non-programming development of rules associated with the
voice portal of FIG. 1;
[0033] FIG. 18 is an exemplary graphical user interface window for
vendor form options used in the non-programming development of
rules associated with the voice portal of FIG. 1;
[0034] FIG. 19 is an exemplary graphical user interface window for
the testing of a URL in the non-programming development of rules
associated with the voice portal of FIG. 1;
[0035] FIG. 20 is an exemplary graphical user interface window for
the selection of patterns in the non-programming development of
rules associated with the voice portal of FIG. 1;
[0036] FIG. 21 is an exemplary graphical user interface window used
to identify patterns for the detection of links on multiple pages
during the non-programming development of rules associated with the
voice portal of FIG. 1;
[0037] FIG. 22 is a diagrammatical representation of the
hierarchical structure used in the programming of a spider;
[0038] FIG. 23 is an exemplary graphical user interface window for
the programming of a spider used with the voice portal of FIG.
1;
[0039] FIG. 24 is an expanded form of the exemplary graphical user
interface window of FIG. 23;
[0040] FIG. 25 is a flow diagram illustrating an exemplary process
of fusing information into a unified database of the voice portal
of FIG. 1;
[0041] FIG. 26 is a flow diagram illustrating a second exemplary
process of fusing information into a unified database of the voice
portal of FIG. 1;
[0042] FIG. 27 is a diagrammatical representation of the creation
of a canonical existant from two existants for more complete
information on a given item;
[0043] FIG. 28 is a diagrammatical representation of a first
portion of an exemplary process of data isolation and
transformation from an Internet source to a user of the voice
portal of FIG. 1;
[0044] FIG. 29 is a diagrammatical representation of a second
portion of the exemplary process of FIG. 28 in which data is
isolation and transformed from an Internet source to a user of the
voice portal of FIG. 1; and
[0045] FIG. 30 is a flow diagram illustrating an exemplary
operational flow of the voice portal of FIG. 1;
[0046] FIG. 31 is a flow diagram illustrating an exemplary
operational subsystem of the flow diagram of FIG. 30;
[0047] FIG. 32 is a flow diagram illustrating a second exemplary
operational subsystem of the flow diagram of FIG. 30;
[0048] FIG. 33 is a flow diagram illustrating a third exemplary
operational subsystem of the flow diagram of FIG. 30;
[0049] FIG. 34 is a flow diagram illustrating an exemplary process
of funneling user responses in the voice portal of FIG. 1 to
determine a desired item or service;
[0050] FIG. 35 is a flow diagram illustrating an exemplary process
of carrying out a transaction using the voice portal of FIG. 1;
[0051] FIG. 36A is a flow diagram illustrating an exemplary process
of advertising using the voice portal of FIG. 1;
[0052] FIG. 36B is a flow diagram illustrating a second exemplary
process of advertising using the voice portal of FIG. 1;
[0053] FIG. 37 is a flow diagram illustrating an exemplary dialog
map of the voice portal of FIG. 1;
[0054] FIG. 38 is a flow diagram illustrating an exemplary
subsystem of the exemplary dialog map of FIG. 37;
[0055] FIG. 39 is a flow diagram illustrating a second exemplary
subsystem of the exemplary dialog map of FIG. 37;
[0056] FIG. 40 is a flow diagram illustrating a third exemplary
subsystem of the exemplary dialog map of FIG. 37;
[0057] FIG. 41 is a flow diagram illustrating a fourth exemplary
subsystem of the exemplary dialog map of FIG. 37;
[0058] FIG. 42 is a flow diagram illustrating a fifth exemplary
subsystem of the exemplary dialog map of FIG. 37; and
[0059] FIG. 43 is a flow diagram illustrating a sixth exemplary
subsystem of the exemplary dialog map of FIG. 37.
DETAILED DESCRIPTION OF EXEMPLARY EMBODIMENTS
[0060] A system and method for funneling user responses in an
Internet voice portal system as to accurately and quickly determine
a desired item or service are described. In the following
description, for purposes of explanation, numerous specific details
are set forth in order to provide a thorough understanding of the
present invention. It will be evident, however, to one skilled in
the art that the present invention may be practiced without these
specific details. In other instances, well-known structures and
devices are shown in block diagram form in order to facilitate
description of the preferred embodiments of the present
invention.
[0061] One aspect of an exemplary embodiment of the present
invention includes a system for funneling voice portal user
responses to determine a desired item or service. The system
includes a user interface and a database coupled to the user
interface. The user interface coordinates communications with a
user. The database stores information regarding attributes,
attribute vocabulary sets, and Internet-based information. The user
interface establishes an attribute value associated with a
particular attribute of a desired item or service and determines if
the attribute value satisfies an end state. If the end state is not
satisfied, steps (a) and (b) are performed with a new particular
attribute. The user interface may establish an attribute value by
establishing an attribute vocabulary set related to a particular
attribute of a desired item or service, querying the user for an
attribute value associated with the particular attribute, and
identifying the attribute value given by the user. The user
interface may establish an attribute value by assigning a user
preference to that value.
[0062] Another aspect of an embodiment of the present invention is
related to a system which provides voice access to Internet-based
information. Another aspect of an embodiment of the present
invention is related to a system and method for using voice over
telephone to access, process, and carry out transactions over the
Internet. Yet another aspect of an embodiment of the present
invention is related to a system and method for determining if one
web site has the same information as another web site. Even yet
another aspect of an embodiment of the present invention relates to
a system and method for advertising using an Internet voice portal.
Still yet another aspect of an embodiment of the present invention
relates to a system and method for non-programming development of
rules used in the transformation of Internet-based information.
Another aspect of an embodiment of the present invention is related
to a system and method for the transformation and canonicalization
of systematically structured data.
[0063] In one embodiment, a computer system is used which has a
central processing unit (CPU) that executes sequences of
instructions contained in a memory. More specifically, execution of
the sequences of instructions causes the CPU to perform steps,
which are described below. The instructions may be loaded into a
random access memory (RAM) for execution by the CPU from a
read-only memory (ROM), a mass storage device, or some other
persistent storage. In other embodiments, hardwired circuitry may
be used in place of, or in combination with, software instructions
to implement the present invention. Thus, the embodiments described
herein are not limited to any specific combination of hardware
circuitry and software, nor to any particular source for the
instructions executed by the computer system.
[0064] FIG. 1 illustrates a connection between a voice portal 10
and a network 20. In an exemplary embodiment, network 20 is the
Internet, a worldwide network of computer networks that use the
TCP/IP network protocols to facilitate data transmission and
exchange. In alternative embodiments, network 20 is any type of
network, such as, a virtual private network (VPN). Network 20
preferably provides communication with Hypertext Markup Language
(HTML) Web pages 30 and 40. Web pages 30 and 40 include a variety
of data on a variety of Web servers. Network 20 also provides
communication with non-voice portal 50 which couples computers 52
and 54 and a service 56 including a database 58 to network 20.
Service 56 is any type of company, content or service provider with
a connection to network 20. Database 58 is a storage medium for
data and may be an optical, magnetic, or any other suitable storage
medium.
[0065] Generally, voice portal 10 is implemented as a network of
servers. Servers can be configured by software. Preferably, the
servers include a significant amount of read/write memory including
disc drives and other storage. In general, users access voice
portal 10 via telephones, such as, a cell phone 12 or a standard
telephone 14 by calling a telephone number (using the plain old
telephone service (POTS)) which initiates communication between the
telephones and voice portal 10. Alternatively, other types of
telephone service can be utilized to communicate voice or voice
data to portal 10. The portal 10 can be connected to telephones 12
and 14 via a variety of lines, networks, and stations.
Advantageously, voice portal 10 provides for voice communication
with the user. Voice portal 10 allows the user access to
information and services from web pages 30 and 40 as well as other
sources available via network 20. Such access is provided in a
quick and efficient way by voice portal 10 continually retrieving,
organizing, and storing information from a variety of web sites and
Internet services. Other user interface platforms may also be
provided for using voice portal 10. Such user interface platforms
include, for example, WAP (wireless application protocol) and web
interfaces.
[0066] FIG. 2 illustrates exemplary functional operations carried
out by voice portal 10. These functions may be carried out in any
variety of ways, including any number of physical structures. In an
exemplary embodiment, voice portal 10 includes a user interface
110, an advertising subsystem 120, a customer management subsystem
130, an existant subsystem 140, a fusion engine 150, an update
engine 160, and a database 170.
[0067] User interface 110 coordinates voice communications between
voice portal 10 and the user. User interface 110 can be either via
speech, via the Internet or "world wide web" (WWW), via a wireless
application protocol (WAP) interface, or any other platform
interface. In an exemplary embodiment, user interface is speech
oriented. In such a speech oriented embodiment, user interface 110
uses word-based automatic speech recognition (ASR) for accepting
user input wherever possible. User interface 110 can use a speech
recognition software package, such as, Speech Works provided by
Speech Works International of Boston, Mass. For high rates of
speech recognition, user interface 110 advantageously utilizes a
funneling process which funnels user response to a set of
recognizable answers. Funneling is described further with reference
to FIG. 34. User interface 110 also uses spelling-based ASR for
accepting user input when word-based ASR is not possible. Finally,
user interface 110 uses keypad entry for accepting user input only
when advantageous to user. The key entry utilizes the keys on
telephones 12 and 14 (FIG. 4).
[0068] In an exemplary embodiment, user interface 110 performs one
or more of the following tasks: (1) Identify a user with a phone
number and other user-specific information. (2) Start a new session
for a given user on a given platform. (3) Add a new interaction for
a given user on a given platform. (4) Update a user's preference
within the set of vertical domains of interest available in voice
portal 10. (5) Enable or disable user preferences for that vertical
domain of interest. (6) Update a user's expertise level either
generally or within a specific vertical. (7) Update a user's
demographic or personal information (as well as credit card
information). (8) Update a user's session state with user
interface-specific information. (9) Add a new credit card to the
database. (10) Update an existing credit card with new information.
(11) Identify a credit card with the credit card type and number
and check if it is in the database already. (12) Set the list of
vertical domains available to the user and its order. (13) End a
user's session normally. (14) Notify customer management subsystem
130 that the user's session abnormally terminated into some defined
status (e.g., call dropped, session timeout). (15) Determine the
most recent session of a user given a certain platform, such that
it is possible to resume a session if a session was abnormally
terminated (e.g., dropped call, session time-out), and return the
session state that was stored. User interface 110 can perform
additional functions related to identification, session, user, and
payment protocols.
[0069] Advertising subsystem 120 coordinates activities related to
the advertisements to be presented to the user during a
communication session. In an exemplary embodiment, advertising
subsystem 120 includes advertisements, such as, sponsored
advertisements, advertisements targeted to particular users, and
permission-based advertisements which are presented only after an
affirmative request from the user. In an exemplary embodiment,
advertising subsystem 120 provides one or more of functions: (1)
Choose an advertisement to play based on the user, session,
location, content and item being explored. (2) Record that an
advertisement was played and if it was completed or not. (3) Record
that a speak-through (i.e., as described below, an advertisement
where the user selectively chooses to hear more on an advertised
subject) was made. (4) Store customer and session information
within a bean so that repeated database calls are not needed. (5)
Create a record for a company that provides advertisements, and be
able to identify one. (6) Create an advertisement and an
advertisement's contract to be stored in the database (as an
advertisement may have different contracts for usage on the
system). (7) Create a new sales employee or employer contact for
Advertising sales purposes. (8) Update an advertisement and/or the
contract of that advertisement. (9) Update an advertisement company
to change contact information and address information. (10) Update
sales employees and employer contacts. (11) Place/remove an
advertisement in/from the active list. (12) Mark the
advertisement's contract to be completed or incomplete based on
external information. (13) Display a list of active advertisements
based on the advertisement type. (14) Display a list of
advertisements relating to a company based on criteria of either
inactive, active, incomplete, complete or simply all the
advertisements. (15) Display a list of contracts relating to an
advertisement based on the above criteria. (16) Display a list of
contracts relating to a sales' employee based on the above
criteria. (17) Retrieve the completed listing of an employee,
company, advertisement or advertisement contract by simply passing
in a unique identifier. (18) Search the database for near string
matches of employee, company, advertisement and advertisement
contract existants. (19) Keep track of the deliveries paid for a
company on a specific contract and be able to update the
outstanding balance of the company. (20) Search the update logs to
make sure that no data integrity errors are present. (21) Create
and modify a playlist needed to store advertisements for a specific
genre.
[0070] A variety of different methods may be used to carry out each
of these operations. Advertising operations are described further
with reference to FIG. 36. Advertising subsystem 120 can perform
additional functions related to identification, session, user, and
payment protocols. The advertising techniques disclosed herein can
also be used with a conventional personal computer (PC) interface
web connection.
[0071] Customer management subsystem 130 coordinates the management
of information related to the user and the users' use of voice
portal 10. In an exemplary embodiment, customer management
subsystem 130 acquires information on the user, such as,
preferences and demographics, which are selectively used by user
interface 110, advertising subsystem 120, and other functions of
voice portal 10. Customer management subsystem 130 can perform
additional functions related to identification, session, user, and
payment protocols. Although subsystem 110, 120 and 130 are
described separately, the operations of each can be integrated in a
single unit without departing from the principles of the
invention.
[0072] User Interface (UI) 110 and customer management subsystem
130 interact to provide for the selection of vertical domains and
the access of Internet-based information. Vertical domains
categorize various fields or areas from which a user may select
within voice portal 10. In order for UI 110 to communicate
effectively with a user, certain preferences and user facts must be
ascertained and understood either passively or actively. Customer
management subsystem 130 stores such information into database 170.
Alternatively, a separate customer database could maintain such
information.
[0073] Customer management subsystem 130 acquires information
needed to determine customer preferences and facts from UI 110. UI
110 passes data into customer management subsystem 130, which
processes it, and then relays it to at least one database. Further,
there are the updates of preferences in existant subsystem 140 for
further parsing. Then, existant subsystem 140 passes information
such as user preferences and facts back to UI 110.
[0074] Advantageously, customer management subsystem 130 is
modifiable and extensible without making response times appreciably
longer. As such, the process to add new vertical domains to voice
portal 110 is rapid and consistent. The type of customer facts and
demographics can never be completely defined, as new vertical
domains can always be added.
[0075] Customer management subsystem 130 records all transactions
made by users that are subscribed and unsubscribed via a database.
Customer management subsystem 130 also records items that the user
locates in a formed history list and tracks the collections that
the user looked at (on the web site and through WAP devices).
[0076] Customer management subsystem 130 identifies subscribed
customers whenever possible, and as passively as possible. Thus,
recognition of customers preferably takes place via some sort of
identification key, such as, for example, a telephone number and an
ID ("PIN") upon entering a system. This identification preferably
leads to certain preferences associated with the customer and
experience level of a customer within each set of preferences.
Additionally, the system allows for an additional level of
identification (e.g. password identification) before authorizing a
purchase to be made against stored credit card information.
[0077] Customer management subsystem 130 maintains, within each of
the vertical domains, a set of preferences to facilitate the user
interactions via voice portal 10. For example, in an exemplary
embodiment, customer management subsystem 130 gathers information
from the customer in order to further help determine what type of
advertising to give to the customer, and how to improve the
customer's service. Customer management subsystem 130 maintains
customer preferences appropriate to each supported domain and
updates customer data from data sources dynamically. For example,
in the Auctions domain of interest, current bid status updated on
user request. Voice portal 10 advantageously presents user data
with currency appropriate to the domain. For example, in the
Auctions domain of interest, bids are always current to within
seconds. In the e-commerce domain of interest, pricing information
is current when purchase price is presented.
[0078] Advantageously, customer management subsystem 130 provides
reporting and analysis to allow determination of which users are
accessing which services. Further, customer management subsystem
130 provides reporting on session and transaction history by
different demographic segment such as, for example, determining
which services are accessed by users from a certain income bracket,
gender, or age group. Customer management subsystem 130 also
provides reporting of relatedness based on actual use (e.g., the
ability to report what other services are accessed by users who are
interested in movies).
[0079] In order to continually add value and transition with users
from one platform to another (for example from the phone to the
web, or from the phone to WAP), customer management subsystem 130
advantageously supports personalization features to improve
customers experience with the services. In addition to
personalization, other sources of "stickiness" (customers
"sticking" with the service in light of competition) includes the
support of community features such as networks of friends or of
folks with common interests. Thus, customers tend to be more loyal
to the particular service provider if personalization features and
community features are included with customer management subsystem
130.
[0080] To support any adaptation of service (or advertising) to
customer behavior, customer management subsystem 130 advantageously
tracks use of services. Further in the area of interface
evaluation, typical user explorations of interface hierarchies may
help identify problem areas or very useful areas, or correlated
sets of sub-features in single sessions. Another example of an
important attribute the services of voice portal 10 is timing. For
example, the use of a "barge-in" (where a user can interrupt with
an answer before a list or prompt is finished) can signify a more
advanced user and a string of barge-in selections to a single
sub-tree repeatedly for a specific user may advantageously be
detected by customer management subsystem 130 and lead to an
opportunity for a short-cut--either a general one, or possibly a
customer-specific one.
[0081] An aspect of "stickiness" is adaptation of services to a
customer's preferences. While this can include relatively simple
features such as customer information retention in support of
non-repetitive "sign-up" or "purchasing" data-entry requirements,
it can also include preferences for navigation of particular
sub-trees of interaction in different front-ends, and preferences
for service/vendor ordering or selection. As an example of vendor
preference or ordering, a user may select a "preferred vendor,"
allowing voice portal 10 to limit a list of vendors for a found
product to two: cheapest and preferred.
[0082] Vertical preferences should be passively set based on user's
actions That is, after requesting a particular attribute more than
once, a passive preference would be set. Alternatively, preferences
are dynamic, changing based on user's actions. Preferably, users
are able to override all passive preferences, by setting or
resetting them either through voice or web interfaces.
[0083] Customer management subsystem 130 can pull user preferences,
such as stock information, weather preferences and (the like) from
personalized web pages such as MyYahoo, and MyExcite. The
personalized web pages can be previously created by the user via a
conventional Internet connection. Alternatively, the personalized
web pages can be built by customer management subsystem 130 in
response to user voice commands. These pages can then be translated
to be used with voice portal 10. General preferences can
advantageously be used as a default preference if specific vertical
preferences or current call preferences do not exist.
[0084] The following is a listing of exemplary vertical preference
requirements and their descriptions. Each preference is used
differently throughout each interface. In an exemplary embodiment,
the only preference for weather is the weather for the location
that the customer requests. By default, the user's location is
their ZIP code. The Most Commonly Used Location could be overridden
by a current call location, if available.
[0085] In the Sports domain of interest, there are several
different preferences to be looked at. First, favorite sports are
an option. Certain sports scores, schedules, and standings can also
be sent to the user. For web sites, exclusivity can be used to not
send advertisements and information of certain sports. For example,
one user may not want to hear information on hockey games, rather
the user wants baseball information. Second, the preference
granularity can be increased with certain teams being preferred
over others. In each of these granularities, it is possible that a
most-recently used (MRU) list of limited choices is used to
determine the preference list. Besides type of sport and team
preferences, preferred events may be used.
[0086] In the Movies domain of interest, needed preferences include
locality of customer and locality of theaters, types of movies
(e.g., thrillers, horror, action, etc. . . . ), ratings of movies
(AA, G, R, etc. . . . ), and movies with a customer's favorite
actors/actresses in the movies. Each of these preferences may be
listed in an MRU list of limited choices.
[0087] In the Traffic domain of interest, the main preference used
would be specific routes that the customer would like to use to
reach a destination, with an attribute being the time (the current
being the default). Thus, an MRU list of limited routes could make
up the preference list of a customer.
[0088] In an exemplary embodiment, there is a two-level hierarchy
of preferences for the Stocks domain of interest. First, there is a
preference for a market list and second, within each market, there
is a preference of which stocks and indices to look at. Again, an
MRU list of TBD choices of markets and stocks may be tabulated.
Other vertical domains of interest may include restaurants,
concerts and live events, taxis, and airline reservations.
[0089] Referring still to FIG. 2, existent subsystem 140
coordinates access by user interface 110, advertising subsystem
120, customer management subsystem 130, fusion engine 150, and
update engine 160 to database 170. Data contained in database 170
is gathered from Internet sources by update engine 160. In an
exemplary embodiment, the data structure used in database 170 is
based on a hierarchy of "existants" or things and their
relationships and associations with each other. Advantageously, the
ability to replicate and modify information in database 170 is more
easily done because database 170 interacts only with the existant
subsystem 140. Existants and their creation are described further
with reference to FIGS. 4-10. Specifically, an exemplary data
structure model for existants is described with reference to FIGS.
4-6 although various other structures for existants is described
with reference to FIGS. 4-6 although various other structures for
existants can be utilized. Creation and updating of existants are
described with reference to FIGS. 7-10.
[0090] Fusion engine 150 determines whether two existants are the
same and, if so, fuses the existants to form a third canonical
existant. As such, fusion engine 150 establishes whether
information gathered from one source is related or the same as
information gathered from another source. Functions of fusion
engine 150 are described further with reference to FIGS. 25, 26,
and 27.
[0091] Update engine 160 retrieves information from the Internet to
update information and attributes contained in database 170. In an
exemplary embodiment, update engine 160 utilizes "spiders" which
retrieve information from the Internet in order to update
information in database 170. Operations of update engine 160 are
described further with reference to FIGS. 7 and 8.
[0092] Database 170 stores information used by voice portal 10,
such as, customer data, advertising information, and product and
services information. Information in database 170 is stored into
existants, existant attributes, existant relationships, and
existant associations. What existants are, how they are formed, how
they are related to each other, and how they relate to the
functionalities of voice portal 10 are described further below. In
alternative embodiments, multiple databases may be used for
specific types of information, such as, customer data, advertising
information, and operations records.
[0093] FIG. 3 illustrates an exemplary physical layout of voice
portal 10. These physical structures are by way of example only.
Other structures may be used in combination with or in lieu of
those shown. In an exemplary embodiment, voice portal 10 includes
front end servers 210, a front-to-back network 220, back end
servers 230, and a back-end network 240. Users communicate via
telephone with one of the front end servers 210, which is coupled
to back end servers 230 by front-to-back network 220.
[0094] In an exemplary embodiment, back end servers 230 include a
proxy manager 245, proxies 250, beans 260, and a database 270.
Proxy managers 245 receive requests for information from one of
front end servers 210 via front-to-back network 220. Proxy managers
245 communicate via back end network 240 to determine work load
levels at each of proxy managers 245. Once an appropriate proxy
manager 245 is determined, the appropriate proxy manager 245 pulls
a free proxy from a pool of free proxies 250 and assigns the proxy
to a bean 260. Bean 260 is associated with database 270 in order to
retrieve information, insert information, search existants or
existant relationships, or perform any other function possible with
database 270.
[0095] The virtual database structure described with reference to
FIG. 3 is designed to deliver information garnered from Internet 20
to users of voice portal 10 in a timely and highly utilitarian way.
People need and use information in a variety of settings and ways,
and, advantageously, voice portal 10 supports this on a variety of
platforms including, but not limited to, the phone (e.g., voice,
WAP and both), the web, and portable connected computing devices
(e.g., Palm.RTM. OS device, WinCE.RTM. device, RIM pager).
[0096] Back end servers 230 include a database service support with
a variety of features, including data collection and fusion. Data
collection includes the amassing of data from Internet sources at
regular intervals to be scheduled for particular item types and/or
sites, as described with reference to FIGS. 7 and 8. Voice portal
10 detects changes to data source sites and notifies the
appropriate site rule manager, as described with reference to FIGS.
9 and 10. Voice portal 10 also supports non-expert definition of
data extraction for data sources, as also described with reference
to FIGS. 9 and 10.
[0097] In the process of "fusion," voice portal 10 identifies
identical items from different Internet vendors. During the fusion
process, voice portal 10 retains meta data about the source of all
information. Meta data includes data about data. For example, meta
data may document data about data elements or attributes, (name,
size, data type, etc.) and data about records or data structures
(length, fields, columns, etc.) and data about data (where it is
located, how it is associated, ownership, etc.). Further, voice
portal 10 supports interactive clarification of fusion decisions or
non-decisions by non-experts in cases where certainty cannot be
determined automatically. Voice portal 10 also supports additions
of new data types and data elements, without code change. Even
further, voice portal 10 supports domain-specific concepts of
relatedness that are identified through market research, trial, and
opportunity. For example, in the e-commerce domain of interest,
cheaper, better, often-bought-with, and most-popular are important
relatedness concepts. In the movies domain of interest, related
movies and products, and best movies in a category, most popular,
best by reviewer, and cast, are important relatedness concepts.
Voice portal 10 collects and retains related information necessary
to provide additional detail about an item (e.g., product
descriptions). The operation and functionalities of fusion are
further described with reference to FIGS. 25-27.
[0098] FIG. 4 illustrates an exemplary data structure model 300
used by database 170 of voice portal 10 in which "existants" (or
things) are given attributes, associations, and relationships. An
"inheritance" relationship between existants is depicted by a solid
line with a triangle head. An "association" relationship between
existants is depicted by a dashed line with an open head arrow. For
example of an inheritance relationship, in the data structure model
300, a block 310 is an "event". An "event" is an "existant" or
thing, illustrated by a triangle headed arrow 315 to a block 320.
Similarly, a "movie showing" (block 330) is an "event" (block 310),
illustrated by a triangle headed arrow 335. For example of an
association relationship, events are associated with "venues", as
illustrated by an open headed arrow 345 to a block 340. Similarly,
a movie showing (block 330) is associated with a "movie package"
(block 350), as shown by an open headed arrow 355. Events can also
be sporting events, dramas, concerts, comedy shows, fireworks
presentations, dancing performances, or any other activity.
[0099] Data structure model 300 includes more existants,
associations, and relationships which are illustrated in FIG. 4,
but not described here. Further, data structure model 300 may
include more existants, associations, and relationships which are
not included in the illustration. FIG. 4 is for illustration
only.
[0100] Referring now to FIG. 5, an exemplary data structure model
400 is illustrated to show the object oriented relationships
between a user or customer object and the different vertical
classes. Depictions of inheritance and association relationships
are the same as in the depiction of data structure model 300
described with reference to FIG. 4. In an exemplary embodiment,
user information arranged in data structure model 400 is contained
in database 170. However, in alternative embodiments, such user
information may be contained in a separate customer database.
[0101] The customer is an Existant (Customer Existant Block 402)
and is a direct descendent of the top level, or the "Existant"
existant, within the hierarchy, and thus inherits all of its
properties and methods. The reason behind this structure is that
database 170 and its methods are already created and the structure
allows reuse of code.
[0102] The customer object contains various pieces of information.
The generic Preferences class contains information on preferences,
such as, "Traffic", "Weather", and "Movies". Each time a customer
entered a new and different vertical domain of interest, an
instance of the Preferences object to the vertical domain's name is
created with preference data inserted. If the vertical domain
already exists, then the object is modified with the updated
information.
[0103] Session class records the information directly about a
user's session (session block 404). The session may be a call, a
search through the website, or a call using the WAP. Data, such as,
time of day and duration are general attributes but analysis on
whether the user made a call from a landline or cell phone is
specific to phone sessions. This type of data is useful for
determining to whom voice portal 10 directs marketing (for
advertising purposes), and improving both performance and service.
As well, a customer object has a link to each of these session
objects to determine what was the last session on that platform (in
case a user terminated the session and would like to reconnect at
that specific time).
[0104] A Phone Session block 408 records information relating to a
communication session where a telephone is used to communicate with
portal 10. Phone Session block 408 includes information, such as,
the current level of interaction, the current domain of interest,
the type of interface platform (e.g., WWW, WAP, ASR), and previous
levels visited. Advantageously, Phone Session block 408 allows the
user to rejoin a session where he or she left off in a previous
session or from an interrupted session. Other existant blocks, such
as, credit card info existant, location existant, and preferences
existant contain associated attributes and record information as
needed.
[0105] The Expertise class (Expertise block 406) serves the purpose
of maintaining different levels of usability (generically, and for
different preferences) across different platforms (i.e. Phone, WAP,
WWW). The Customer has links to each of these class instances.
These are not included in the Preferences class since preferences
can cross platforms and user's capabilities cannot.
[0106] FIG. 6 illustrates an exemplary data structure model 450
used by database 170 of voice portal 10 for information related to
advertising. Depictions of inheritance and association
relationships are the same as in the depiction of data structure
model 300 in FIG. 4. In an exemplary embodiment, advertising
information arranged in data structure model 450 is contained in
database 170. However, in alternative embodiments, such advertising
information may be contained in a separate advertising
database.
[0107] Advantageously, data structure models 300, 400 and 450
provide for a continually expanding arrangement of information on
existants, associations, and relationships. Furthermore, models
300, 400, and 450 allow for the creation of new vertical domains of
interest quickly and without changing previously entered
information. For example, model 300 includes information related to
events, such as, movies and concerts as well as commodities, such
as, books, toys, and electronics. Any event, such as, ballets can
easily be added as an existant with an inheritance relationship
with "event" and appropriate association relationships. Similarly,
any commodity, such as, a vehicle can easily be added as an
existant with an inheritance relationship to "manufactured item"
and appropriate association relationships. The dynamic nature and
expansive capabilities of data structure models 300, 400, and 450
allow voice portal 10 the advantage of being a unitary voice portal
to a wide range of Internet-based information and services.
[0108] FIG. 7 illustrates a flow diagram 700 of an exemplary
creation process of an existant, such as, existants shown in
exemplary data structure model 300 (FIG. 4), data structure model
400 (FIG. 5), and data structure model 450 (FIG. 6). In a step 710,
a web page on the Internet is found. In an exemplary embodiment, a
spider is used to find particular web pages relating to a
pre-determined category of items. A spider is a conventionally
known program that automatically explores the World Wide Web (WWW)
by retrieving a document and recursively retrieving some or all of
the documents that are referenced in it. In contrast, a normal web
browser operated by human does not automatically follow links other
than in line images and URL redirection. After step 710 is
performed, a step 720 is performed in which information is
identified on the found web pages by using a chosen form which
overlays the page to filter out particular information. After step
720, a step 730 is performed in which rules are used to identify
characteristic information or attributes from the information
retrieved by the form overlay in step 720. Characteristic
information or attributes define what the existant is. Rules define
the organization of existant attributes. For example, a movie
existant may include the attributes of a title, a director, a cast,
a release year, and a synopsis.
[0109] After step 730 is performed, a step 740 is performed in
which attributes are organized within the existant and the existant
is stored in database 170. Preferably, the organization and
arrangement of attributes within the existant are structured by
pre-defined rules.
[0110] FIG. 8 illustrates the exemplary creation process of
existants as described with reference to FIG. 7. A spider 810
traverses Internet 20 for information stored on a wide variety of
different web pages. Information retrieved by spider 810 is
organized and arranged according to rules 820 in order to place
information in a data structure 830. In an exemplary embodiment,
spider 810 retrieves information from Internet 20 regarding movies.
For example, spider 810 may traverse the IMDB web site and retrieve
information regarding the title, director, cast, year of release,
and running time for a particular movie. Once movie information is
stored in data structure 830, data structure 830 is applied to a
lexical table 840. Lexical table 840 organizes attributes contained
in data structure 830 and places the information in three columns.
In an exemplary embodiment, the first column of lexical table 840
includes the original data, the second column includes the original
data in a normalized and tagged format, and the third column
includes the data in a searchable and mashed format. Lexical table
840 and data structure 830 are contained within memory structures
in database 170.
[0111] By way of an example, if spider 810 traverses Internet 20
for information related to the movie "Raiders of the Lost Ark,"
data retrieved from Internet 20 will be applied against a rule
corresponding to movies and placed in data structure 830. Such a
rule for movies may include title, director, cast, and release
year, all of which are attributes of movies. In this example, the
title would be "Raiders of the Lost Ark," the director would be
"Steven Spielberg," the cast would be "Harrison Ford and Karen
Allen," the year would be "1981," and the running time would be
"115 minutes." As such, lexical table 840 would contain the title
in its original format: "Raiders of the Lost Ark," the data in
normalized and tagged format: <title> Raiders of the Lost
Ark</title>, and in searchable mashed format: RaidersLostArk,
without any spaces or identifying articles (e.g., the, a, an).
[0112] FIG. 9 illustrates a flow diagram 900 which depicts an
exemplary process of gathering Internet-based information using
non-programming means. In a step 910, a search page is found and
patterns are used to isolate the area on the page containing
relevant information. After step 910 is performed, a step 920 is
performed in which an appropriate form is found and special
routines are invoked to extract actual data and information. After
step 920, a step 930 is performed in which multiple pages with
related information are found given a particular page. Apart from
the data specific patterns, there is an area pattern that defines
where data specific patterns operate in the particular page. After
step 930 is performed, a step 940 is performed in which links to
more listings of products or services on the multiple pages are
found. In an exemplary embodiment, a prediction routine is used to
compute actual patterns of product listings from code samples.
[0113] In general, the prediction routine computes a pattern from a
desired output given by a rule writer. Advantageously, the pattern
prediction routine speeds up production because a rule writer
simply has to paste from the HTML code the text fragments that he
or she wants extracted, without having to develop the patterns to
make that happen. The input fields currently used to write the
patterns are used to insert this data.
[0114] By way of example, a prediction routine develops a pattern
for Author data for web pages giving data on books by first having
the rule writer copy a sample author name on the web page into the
Author field. The algorithm then matches the sample data to its
location on the web page. Characters or tags proximate the matched
data are identified as a "prefix" and "suffix". Prefixes are
characters before the matched data and suffixes are characters
after the matched data. The prefix and suffix are used to construct
a pattern.
[0115] The constructed pattern is applied to the web page to match
against other data. If the constructed pattern picks up data which
is not equal to the desired result, then the prefix and suffix used
to develop the pattern are added to, for a more complete and
accurate pattern. This procedure repeats to improve the
pattern.
[0116] To further clarify this example, take the following HTML
code from a web page giving product data on books:
TABLE-US-00001 <html> <title>Programming
Perl</title> written by <b>Larry Wall</b>
</html> <html> <title>Learning Perl (<b>2nd
edition</b>)</title> written by <b>Randal
Schwartz</b> </html>
[0117] The rule writer dumps "Larry Wall" in the Author field to
indicate that this is the data to extract for Author.
[0118] The pattern prediction algorithm roughly works as
follows:
TABLE-US-00002 n = 1; repeat $page =~m / ({.}n) Larry \s+Wall
({.}n) /x; $prefix = $1; $suffix = $2; $page =~m / $prefix (.*?)
$suffix /x; n = n + 1; until ($1 eq <desired_data>); Starting
with n = 1 on the first page, the algorithm matches ">Larry
Wall<" which means that $prefix gets value ">" and $suffix
gets value "<". Next, the pattern prediction algorithm builds
the pattern ">(.*?)<" using the values for $1 and $2 it got
from the first step. Matching this pattern against the web page
results in ">Programming Perl<" which is not equal to the
desired result "Larry Wall". Therefore, n is incremented to n = 2
and the pattern is refined to include another character in the
prefix and suffix. Matching the web page with "({.}2) Larry \s+
Wall ({.}2)" results In "b> Larry Wall</" which means that
$prefix gets value "b>" and $suffix gets value "</". Next,
the pattern prediction algorithm builds the pattern
"b>(.*?)</" using the values for $1 and $2 it got from the
first step. Matching this pattern against the web page results in
"Larry Wall", the desired output.
[0119] Now, as the rule writer steps through web pages to apply the
same pattern on different pages, he or she discovers that the
pattern matches: "2nd edition" on the page about book "Learning
Perl". The rule writer then improves the algorithm by giving a
second example of a desired result, (i.e., he or she dumps "Randal
Schwartz" into GUI input field), which triggers the pattern
prediction algorithm to further increment n until a pattern
enforcing a "y" before the <b> is created. The algorithm may
perform several iterations, depending on the complexity of the web
data and the pattern needed.
[0120] After step 940 is performed, a step 950 is performed in
which a vendor specific data extraction file is generated. In an
exemplary embodiment, a routine is used that computes relevant URLs
from code samples. Alternatively, the routine that computes URLs
can be passed as a form. After step 950 is performed, a step 960 is
performed in which a cache is created. After step 960 is performed,
a step 970 is performed in which patterns for extraction of product
data are created. In a preferred embodiment, a regression test
mechanism supports editing the special routines.
[0121] FIG. 10 illustrates an exemplary process of the
non-programming development of rules associated voice portal 10. In
the exemplary process, a rule writer from a set of rule writers
1010 accesses the World Wide Web ("WWW") 1020 in order to access
information from any one of data source 1030, data source 1035,
data source 1040, or any other data source connected to WWW 1020.
Data retrieved from a data source is placed into a data structure
utilizing a data organizing tool 1025. Rule writers 1010 use data
organizing tool 1025 to apply one of a multitude of possible forms
to "pages" of information available via WWW 1020. Such forms
provide indications for the location of relevant information on the
page and labeled with some distinctive tag. For example, a page
provided on WWW 1020 may include a data input box in the upper left
hand corner of the page. Further, relevant information on a part or
service may be located after a HTML tag, such as, "<title>"
for the title of a book.
[0122] It should be noted that as used herein the term "page"
includes a user interface screen or similar arrangement which can
be viewed by a user of the diagnostic system, such as screens
providing graphical or textual representations of data, messages,
reports and so forth. Moreover, such pages may be defined by a
markup language or a programming language such as Java, perl, Java
script, or any other suitable language.
[0123] Using the form selected by rule writers 1010 from data
organizing tool 1025, data from data sources is organized into a
data structure 1045, data structure 1050, data structure 1055, or
any similar structure for maintaining information. Data structures
1045, 1050, and 1055 may be compared, fused, or utilized in the
formation of a unified data structure 1060. Unified data structure
1060 is stored in a database 1070.
[0124] Advantageously, the exemplary process illustrated in FIG. 10
allows non-expert rule writers 1010 to select from a variety of
forms provided by data organizing tool 1025 to use in the retrieval
of information from particular web sites available via WWW 1020. As
such, data contained on web pages from data sources 1030, 1035, and
1040 can continually be updated to database 1070 with the form
selected by rule writers 1010 using data organizing tool 1025. As
information contained in data structures 1045, 1050, and 1055 are
compared for accuracy, data organizing tool 1025 detects when web
pages have changed the format or arrangement of data on their
corresponding web page.
[0125] FIGS. 11-24 illustrate an exemplary process of creating a
new rule. Further, FIGS. 11-24 illustrate possible interactions
between a rule writer and data organizing tool 1025 (FIG. 10). One
exemplary rule is based off an existing rule: the Amazon.com book
products. The steps taken in constructing this rule are similar to
the steps taken in constructing any other rule.
[0126] FIG. 11 illustrates a graphical user interface (GUI) 1110
which is used to initiate the creation of rules 820 (FIG. 8). GUI
1110 includes a vendor window 1120, a spider selection window 1130,
a query window 1140, a status window 1150, a search box area 1160,
and a code window 1197. Search box area 1160 includes a slider bar
1170, right set of arrows 1180, left set of arrows 1190, and a
search window 1195.
[0127] To start a new data source, a rule writer enters the data
source (e.g. AMAZON Book) in a new vendor window 1120. The rule
writer presses `Enter` and clicks the `New` button. After this
action is performed, a graphical, a graphical user interface (GUI)
1300 illustrated in FIG. 13 is shown. A URL is displayed
corresponding to the selected vendor name. The rule writer is asked
to confirm the correct URL. In the example of AMAZON book, a URL
for a domain "AMAZONBook.com" appears. However, the domain in the
URL link should read "AMAZON.com." The rule writer corrects the URL
and clicks the "done" button.
[0128] Referring now to FIG. 11, the rule writer selects the type
of query that is desired. First, the rule writer selects query
window 1140 and chooses from a list of potential queries. For
example, "book package" may be a possible query for the book
vertical domain of interest. This search is started when the rule
writer clicks on the "SDE" (search data editor) button in query
window 1140. The SDE button invokes a search data editor, which
provides a graphical user interface (GUI) 1400 illustrated in FIG.
14. GUI 1400 shows a list of attributes useable in a search for the
particular item of interest. For example, where books are being
searched, attributes such as ISBN 1410 or UPC 1420 are shown. Where
searches are for other items, attributes are listed which
correspond to that item. A search for "Movie Showings" results with
attributes listed, such as, Movie Package, time and showing date
(see block 330 described with reference to FIG. 14.
[0129] The rule writer types a ISBN number into the corresponding
data box and clicks `Done.` Buttons 1430 in GUI 1400 advantageously
allow the rule writer to save different search criteria during
different searches. Once the search criteria is entered, the rule
writer clicks `Done` and because no rules have been defined for the
particular data source (i.e., AMAZON Book), a graphical user
interface (GUI) 1500 illustrated in FIG. 15 appears. GUI 1500 asks
whether the rule writer wants to add a new rule or change the
search data. In this example, the rule writer clicks on the "add"
button and GUI 1500 expands to become graphical user interface
(GUI) 1600 illustrated in FIG. 16.
[0130] Referring now to FIG. 16, the rule writer confirms that the
correct type of query is highlighted. In this example, ISBN is
highlighted and the rule writer clicks on the "yes" button. A
graphical user interface (GUI) 1700 illustrated in FIG. 17 appears
to instruct the rule writer that the home page of AMAZON Book is
loaded into the netscape browser. The rule writer is instructed to
browse the web page associated to the ISBN rule. Once the search
page is loaded into the Internet browser, the rule writer clicks
the "done" button.
[0131] A graphical user interface (GUI) 1800 illustrated in FIG. 18
shows a form option to be selected by the rule writer. If the form
is correct, the rule writer clicks the "done" button. If the form
listed does not give the rule writer the choices required, the rule
writer clicks on the "next" button to see other forms on the page.
Once a page that matches is found, a graphical user interface (GUI)
1900 illustrated in FIG. 19 is displayed.
[0132] Data organizing tool 1025 (FIG. 10) displays the resulting
page in the Internet browser. If the page is correct, the rule
writer clicks on "OK" on GUI 1900. A graphical user interface (GUI)
2000 illustrated in FIG. 20 appears and asks how to detect single
items on the page if the search matches on multiple items. GUI 2000
is also used to indicate where to find the URL to get details about
the queried item. If only a single item was found, the rule writer
clicks the "defer" button because not enough information is present
to build the regular expression. If multiple items are found, a
regular expression is entered into a data window 2010. For example,
an author search may return multiple items because a single author
may have written several books. In other cases, even if the query
only matches one item, it may be necessary to follow an additional
URL link to get the information.
[0133] A graphical user interface (GUI) 2100 illustrated in FIG. 21
appears next and is used to detect multiple product pages. If the
rule writer goes directly to the item searched for, there is no
need for information to build the regular expression. Referring
again to FIG. 11, code window 1197 is filled with HTML code from
the retrieved page. At this point, the rule writer is ready to
specify attributes. Attributes are specified by entering a regular
expression into the box next to their name. The regular expression
must specify one substring in it (using parenthesis) as a result of
the expression. For example, the regular expression: "this (all)
matches" would return "all" as its result (assuming that the
regular expression was able to match). For example, determining the
pattern used to find the title of a book requires that the rule
writer type in the title of the book into search window 1195. A
variety of HTML signals may be used. The "\s*" is required to
indicate possible blank space between words. The first match of the
search string entered in search window 1195 will highlight the
first match found in the HTML code. For example, a title may be
found inside a pair of <title> tags with some extra
information. An exemplary attribute for title of a book may be
"<title> ([ <])</title>". Once the attribute is
entered, all matches to the attribute are found.
[0134] Referring again to FIG. 14, search data editor 1400 consists
of a form which can be used to assign values to type dependent
attributes. The status window indicates what data organizing tool
1025 is doing. In an exemplary embodiment, the status states are
idle, running the query over the Internet, and using the cache.
Query window 1140 allows the rule writer to set the type of query
desired for the data source in question as well as set the search
criteria by using the SDE button.
[0135] Spider selection window 1130 allows the rule writer to set
the spider to be used if not doing a query search. In an exemplary
embodiment, the possible spider types are full, incremental,
special, and reference. A full spider takes all items that match
the chosen type. Incremental spiders are usually used to pick up
updates of data from Internet data sources. Special spiders are
usually used to pick up something that the site has that is
special, such as, best sellers for books. Reference spiders are
usually used to confirm that the site is still up and rules are
working.
[0136] Vendor window 1120 allows the rule writer to set the data
source to work on. Search window 1195 allows the rule writer to
keep text to be searched for in the HTML code. In code window 1197,
there is a cursor to indicate position of text entry. Left set of
arrows 1190 includes a first number, which is the starting point of
where the search will run when running from the cache. The second
number indicates the total number of pages in the cache. The set of
arrows in this window controls the page to start from when the rule
writer runs from the cache. Right set of arrows 1180 includes
arrows to scroll through pages retrieved.
[0137] Spiders are similar to queries but they are called when no
other rules are applicable. Spiders are responsible for gathering
information on every object in the web site that matches the
specified type. The spider consists of several nested loops, each
designed to go one level deeper into the hierarchy. Referring now
to FIG. 22, an exemplary spider hierarchy 2200 is shown for a book
spider where a level 2210 is the start page, a level 2220
represents book category pages, level 2230 represents book
sub-category pages, and a level 2240 represents book pages.
[0138] Referring now to FIG. 23, a graphical user interface (GUI)
2300 is used to retrieve the URL of a page to be associated with a
spider rule. A spider depth slide rule allows the rule writer to
tell data organizing tool 1025 how many links down it takes to get
to the actual product page. The upper bound slide rule allows the
rule writer to specify a limit on how many items to spider. Once
the URL is selected and a spider depth and an upper bound is
selected, the rule writer clicks on the "done" button. A graphical
user interface (GUI) 2400 illustrated in FIG. 24 is shown. The rule
writer enters search patterns for the spider to use in a similar
fashion to the search patterns entered for a query described with
reference to FIG. 11. Once the pattern is entered, the rule writer
clicks on the "build" button and the spider will start to run.
[0139] Advantageously, the graphical user interfaces shown and
described with reference to FIGS. 11-24 allow non-expert rule
writers to perform data searches and create forms of rules for
information retrieval. Once the forms are created, the forms can be
frequently used to gather updated information. Further, forms are
helpful to retrieving large amounts of information available at a
vendor's web site using a common form corresponding to the
arrangement and display of information by the vendor on the web
site. Advantageously, forms of rule creation by non-experts
provides for lower costs to update information available at web
sites. Further, the forms advantageously automate accurate
retrieval of Internet-based information.
[0140] FIG. 25 illustrates an exemplary process of fusing
information in a database. In exemplary embodiment illustrated by
FIG. 25, a flowchart 2500 depicts a simplistic fusion process, or
"quick fusion", executed by fusion engine 150 (FIG. 2). In a step
2510, update engine 160 receives information from network 20 and
places the information in an existant data structure in database
170 via existant subsystem 140, which accesses database 170. After
step 2510 is performed, a step 2515 is performed in which fusion
engine 150 gathers exact fusion attributes from an attribute
definition table corresponding to the existant retrieved in step
2510. After step 2515 is performed, a step 2520 is performed in
which fusion engine 150 executes a "mash" of each fusion attribute
from existants retrieved from database 170 into an easily
comparable form. In an exemplary embodiment, a "mash" form removes
spaces, prepositions, and other non-essential words.
Advantageously, a "mashed format provides for quick searching
capabilities
[0141] After step 2520 is performed, a step 2525 is performed in
which fusion engine 150 formulates a database query in which the
data source is set to "same" and the status is set to "canonical".
This query is intended to find an already existing canonical
existant from the same data source file which matches the current
information. After step 2525 is performed, a step 2530 is performed
in which a decision is made whether a match in database 170 is
found. If a match in database 170 is found due to the query of step
2525, a step 2535 is performed in which the existant contained in
database 170 is updated.
[0142] If no match in database 170 is found from the query of step
2525, a step 2540 is performed in which the query of step 2525 is
reformulated and the data source is set to "same" and the status is
set to "non-canonical". This query is intended to find an already
existing existant from the same data source file which matches the
current information. After step 2540, a step 2545 is performed in
which a decision is made whether a match is found in database 170
from the reformulated query of step 2540. If a match is found, a
step 2550 is performed in which the existant is in database 170 is
updated.
[0143] If no match is found in database 170, a step 2555 is
performed in which the query is reformulated with the data source
being set to "any" and the status is set to "canonical". This query
is intended to find an already existing canonical existant from any
data source which matches the current information. After step 2555,
a step 2560 is performed in which a determination is made whether a
match in database 170 is found. If no match in database 170 is
found, a step 2565 is performed in which an existant is added to
database 170.
[0144] If a match in database 170 is found or after step 2550 is
performed, a step 2570 is performed in which a determination is
made whether the match is a system existant. If the match is a
system existant, a step 2575 is performed in which the system
existant is updated. If the match is not a system existant, a step
2580 is performed in which a canonical system existant is formed.
After step 2580 is performed, a step 2585 is performed in which the
existant is added to database 170. After step 2585, a step 2590 is
performed in which the fusion tables are updated.
[0145] Advantageously, the exemplary process of fusing information
in a database illustrated by FIG. 25 provides for the comparison of
information on multiple web sites. As such, a determination can be
made if one web site contains the same information as another web
site. Furthermore, information contained in database 170 of voice
portal 10 can continually add information, relationships, and
associations of information from Internet-based sources, which
provides for greater usability of information retrieved from data
sources.
[0146] FIG. 26 illustrates a flow chart 2600 depicting steps taken
in an exemplary process of fusion. In the exemplary process
described with reference to FIG. 26, a fusion process is shown
which is more comprehensive than the fusion process depicted in
flow chart 2500 described with reference to FIG. 25. In a step
2610, fusion engine 150 reads an attributes definition table from
database 170. After step 2610 is performed, a step 2615 is
performed in which fusion engine 150 reads a fusion control
language file for each existant type requiring advanced fusion.
After step 2615 is performed, a step 2620 is performed in which
fusion engine 150 compiles fusion files into an intermediate
computer code. After step 2620 is performed, a step 2625 is
performed in which fusion engine 150 holds previously fused
existants into memory. After step 2625, a step 2630 is performed in
which fusion engine collects attributes into equivalent sets. After
step 2630, a step 2635 is performed in which a decision is made
whether an attribute is textual. If fusion engine 150 determines
that the attribute is not textual, a step 2640 is performed in
which the values are indexed. If fusion engine 150 determines
attribute is textual, a step 2645 is performed in which fusion
engine 150 indexes substring occurrences in the attribute.
[0147] After step 2645, a step 2650 is performed in which fusion
engine 150 determines whether the text is structured. If the text
is determined to not be structured, a step 2670 is performed. If
the text is determined to be structured, fusion engine 150
identifies location and isolated structural segment of the text in
a step 2655. After step 2655, a step 2660 is performed in which
fusion engine 150 parses isolated parts and identifies semantic
information. After step 2660, a step 2665 is performed in which
fusion engine 150 indexes semantic information. After step 2665,
step 2670 is performed in which fusion engine 150 executes validity
checks to verify the integrity of database 170. After step 2670, a
step 2675 is performed in which fusion engine 150 retrieves the
existant to be fused.
[0148] After step 2675, a step 2680 is performed in which fusion
engine 150 activates fusion criteria and matching programs for
corresponding existant types. Fusion criteria and matching programs
involve the use of existant rules which are established as
described with reference to FIG. 10. After step 2680, a step 2685
is performed in which fusion engine 150 executes the first fusion
rule from the fusion criteria and matching programs and returns all
matches. After step 2685, a step 2690 is performed in which a
decision is made whether an acceptable match has been found. In an
exemplary embodiment, an acceptable match is one in which a
predetermined percentage (e.g., 70%) of attributes are common. In
an alternative embodiment, an acceptable match is one in which all
attributes which have values that are the same. If an acceptable
match has been found, a step 2697 is performed in which a fusion
engine 150 fuses existants together. If an acceptable match is not
found, a step 2691 is performed in which the next fusion rule is
executed and all matches are returned.
[0149] After step 2691, step 2692 is performed in which a
determination is made whether an acceptable match is found. If an
acceptable match is found, step 2697 is performed in which fusion
engine 150 fuses existants together. Fusion of existants includes
the creation of a new existant which is associated with the
existants to be fused and contains all information therein. If an
acceptable match is not found, a step 2693 is performed in which a
determination is made whether the last rule has been tested. If the
last rule has not been tested, step 2691 is performed again. If the
last rule has been tested, a step 2694 is performed in which fusion
engine 150 determines whether there are strong partial matches. In
an exemplary embodiment, a strong partial match is one in which a
match is within a certain percentage, such as, 70%. If strong
partial matches exist, a step 2698 is performed in which deference
is made to human examination. If partial matches are not found, a
step 2695 is performed in which fusion engine 150 rejects the
fusion creation, and a step 2699 is performed in which a new
existant is created.
[0150] Advantageously, the exemplary process of fusing information
in a database illustrated in FIG. 26 provides for the automatic
comparison of information from the same or different data sources.
As such, information contained in database 170 can continually be
updated and given added relatedness to information from other data
sources. Further, fusion allows for the compilation of a more
complete and robust unified database than the millions of databases
individually available on the Internet.
[0151] FIG. 27 illustrates an exemplary process of creating a
canonical data structure from two data structures. A data file 27
is identified by a unique identification number and contains a
first data file 2710, a second data file 2720, and a canonical data
file 2730. In an exemplary embodiment, first data file 2710
contains information relating to particular movie retrieved from
the IMDB ("Internet Movie Database") website. Second data file 2720
includes movie information for a particular movie obtained from the
REEL.com website. In the example illustrated by FIG. 27, data file
2710 includes a title "Boys of Arizona," the director "Wiltz," the
release year "1997," and a synopsis "great movie." Similarly data
file 2720 includes a title "The Boys of Arizona," the director "Bob
Wiltz," the release year "1998," and a synopsis which is blank.
[0152] During the process of creating a canonical data file, a
rules file 2740 is introduced which contains rules for a particular
type of information. In the example shown in FIG. 27, rules file
2740 contains information relating to the attributes of movies. By
application of rules 2740, a chronicle data file 2730 is created by
taking the most complete title from data file 27 and data file
2720, which is the title from data file 2710: "The Boys of
Arizona." Director information is obtained from data file 2720
because it is more complete than data file 2710 because it contains
the director's first and last name. A conflict exists as to the
release year listed by data file 2710 and that listed by data file
2720. Based on prior information, the conflict is resolved to
indicate that data file 2720 has a more correct release year.
Chronicle data file 2730 includes the synopsis data file 2710
because the synopsis of data file 2720 is blank.
[0153] Advantageously, the process of creating chronicle data files
described with reference to FIG. 27 creates data files with more
complete and accurate information. Furthermore, the process allows
comparison of information between multiple websites. Even further,
the process of creation of chronicle data files allows the increase
in relatedness and association relationships among data files.
[0154] FIG. 28 illustrates a functional diagram 2800 of the
operations carried out during isolation of data obtained from the
web and transformation of that data for storage in a database. The
exemplary process includes extracting data from network 20 into a
data structure 2810 in which data is arranged and organized. For
example, data related to a traffic report may be extracted from the
Internet to include information on a description, a main road, a
crossroad, a time, a date, and a severity rating. Data structure
2810 is created and organized by use of rules 2815 which include
text patterns and descriptions which permit the arrangement and
organization of data into data structure 2810. Data structure 2810
is stored in a data file on a database. Data in data structure 2810
undergoes a transformation in which a first term substitution form
is applied to create a data structure 2820. Rules 2825 are applied
during the term substitution to create data structure 2820,
including lexical entry of the transformation table. In the traffic
report example, "Rd." is transformed to be "road", "I." is
transformed to be "interstate", and "Rt." is transformed to be
"route".
[0155] Data contained in data structure 2820 is then put in a
parsed form in a data structure 2830 according to rules 2835 which
apply attribute phrase grammars for transferred data. In the
traffic report example, a "direction", such as, north, west, south,
and east is identified and a "highway identifier" is determined,
such as "interstate" or "highway". Data in data structure 2830 is
then placed in a re-arranged form in data structure 2840 by
applying term arrangement rules 2845. Data in data structure 2840
is manipulated by a second term substitution form and placed in
data structure 2850 by applying rules 2855 from the lexical
transformation table. For example, the term "St." is determined to
be either "street" or "saint" based on its locational identifier
<street st.> or <city st.> in the lexical
transformation table.
[0156] After the lexical transformations are performed, data is
placed in data structure 2860, an unfused, normalized, and tagged
format. Data structure 2860 preferably resides in database 2850.
Normalized and tagged format refers to a format including a uniform
organization such that data can be easily searched and compared and
HTML tags. Often, HTML tags provide information on the type of
data, its location, and its length. Unfused means that the data has
not gone through the fusion process described with reference to
FIGS. 25 and 26.
[0157] Advantageously, the data isolation process described with
reference to FIG. 28 takes data from the Web and transforms it into
a normalized and tagged format in a database. Normalized and tagged
data is prepared for organization, manipulation, and fusion.
Advantageously, the data isolation process is uniform and works for
data from a wide range of data sources. Thus, generally the process
includes obtaining data from Internet sources, creating a first
data file with the obtained data in a first format, and generating
phrases from the obtained data where the phrases are in a second
format associated with a specific interface. A wide range of
applications may be used to convert the obtained data into the
first and second formats. For example, text patterns, lexical
transform tables, attribute phrase grammars, and term arrangement
rules may be used to convert obtained data into a uniform and
searchable format, which is saved in a data file in a database, and
then convert the saved data to an interface specific format. In
alternative embodiments, other patterns, tables, rules, and data
manipulation applications may be used.
[0158] FIG. 29 is a functional diagram 2900 illustrating the
transformation of data from database 170 to a user of voice portal
10 via some user interface platform (e.g., WAP, Web, phone, ASR,
TTF). Data contained in data structure 2860 (shown also in FIG. 29)
is put in a parsed form in a data structure 2910 by applying rules
2915 with attribute phrase grammars for normalized and tagged data.
Attribute phase grammars take normalized and tagged data to create
sensible phrases which include the attributes identified. Data from
data structure 2910 is then placed in data structure 2920 by
applying a term substituted form using rules 2920 containing
lexical entry transformation tables. In the exemplary embodiment,
the lexical entry transformation tables of rules 2920 list the data
output structure corresponding to a particular interface. For
example, the term "route" is transformed into "Rt." for WAP
applications and transformed into "Route" for telephone
applications using speech. Similarly, the term "U.S." is
transformed into "U.S." for WAP applications and to "you ess" for
phone applications using speech.
[0159] Data from data structure 2920 is placed in a re-arranged
form in a data structure 2930 by applying rules 2935 in which term
replacement rules are applied, depending on the output device used.
Term rearrangement rules move terms around to the arrangement which
best suits different user interfaces. Data in data structure 2930
is then placed in a data structure 2940 in which sentences are
generated by applying rules 2945 which include phase generation
grammars. For example, a sentence may be generated which says "we
have a <severity> traffic incident between <cross
location> and <cross location> on <main road>."Once
data is in the format of data structure 2940, it is prepared for a
variety of output interfaces, such as, WAP, Web, phone, and
ASR.
[0160] Advantageously, the data transformation process described
with reference to FIG. 29 is a uniform process which takes data and
prepares it for a wide range of user interfaces. For example, the
process allows for data to be extracted from web sources and be
semantically identified and prepared for speech transmission via a
speech interface. At the same time, the process allows for the same
data to be prepared for transmission to WAP devices or web
applications.
[0161] FIGS. 30-33 illustrate several operational paths that
demonstrate exemplary interactions between the user and voice
portal 10. User interface 110 preferably makes use of explicit
prompting to guide the user into making appropriate utterances as
described with reference to FIGS. 32-33.
[0162] FIG. 30 is a flow diagram 3000 depicting an exemplary system
overview, including process blocks representing various
functionalities of voice portal 10. In an exemplary execution path,
at a block 3010, voice portal 10 greets the user by saying,
"Welcome to Quack, brought to you by American Express." Preferably,
voice portal 10 uses caller-ID as means of identifying the user. In
a preferred embodiment, phone numbers are stored as a customer
attribute in database 170. Alternatively, phone numbers are stored
in a customer database. Voice portal 10 continues by stating,
"Hello, Steve Woods. Please say your PIN or enter it on the numeric
keypad. If this is not Steve, please say or enter your phone
number." The user then responds verbally "5082" to give his or her
PIN. Once authentication is made, voice portal 10 goes to a block
3020. At block 3020, voice portal 10 indicates "You are at the
Quack runway. Please say the name of the category you are
interested in from the following list: movies, weather, traffic,
stocks, and sports." The user responds with a category name or a
goodbye. If a category name is provided, voice portal 10 goes to a
block 3030. If a goodbye is given, voice portal 10 provides a
graceful exit to voice portal 10. In an exemplary response, the
user says "Weather" and voice portal 10 goes to block 3030. At
block 3030, voice portal 10 says, "Welcome to Weather, brought to
you by The Weather Channel," and goes to a block 3040. At block
3040, the identify unique existant subsystem is performed.
[0163] After block 3040, a block 3050 is performed in which a
determination is made as to whether the existant was found in the
identify unique existant subsystem of block 3040. If the existant
was not found, control returns to block 3030. If the existant was
found, a block 3060 is performed in which the found existant
subsystem (described with reference to FIG. 33) is performed.
[0164] Referring now to FIG. 31, the identify unique existant
subsystem executed at block 3040 (FIG. 30) includes a block 3110 in
which database 170 provides an attribute from an attribute
dependency graph for the current vertical domain (e.g., weather,
traffic, movies). If there are not more attributes in the attribute
dependency graph, control passes to a block 3115 where an existant
search fail is noted. After block 3115, control passes to block
3030 (FIG. 30). After block 3110 (FIG. 31), a block 3120 is
executed in which an attribute vocabulary is built from an
attribute value set provided by database 170. After block 3120 is
performed, a block 3130 is performed in which voice portal 10 uses
automatic speech recognition (ASR) techniques following a method N
to acquire the user's response to an attribute value prompt. For
example, voice portal 10 may request the user's location by ZIP
code, one exemplary method N. The user may respond by giving his or
her ZIP code, such as, "53045".
[0165] At a block 3140, a decision is made as to whether the voice
recognition was successful. If not successful, block 3130 is
performed with ASR techniques following a fallback method N+1. For
example, in the weather vertical domain, a fallback method N+1 may
be to ask for the state and city of the user's location. In
preferred embodiments, fallback methods include choosing an
attribute from a list, constraining the attribute value set by
partitioning space (e.g., get state, then city name), and spelling
the attribute value. If voice recognition is successful, a block
3150 is performed in which voice portal 10 searches database 170
with the acquired attribute. After block 3150 is performed, a flow
chart 3200 (FIG. 32) is performed.
[0166] Referring now to FIG. 32, flow chart 3200 is shown
illustrating a portion of the identify unique existant subsystem.
After block 3150 is performed (FIG. 31), a block 3210 is performed
to determine the number of matching existants from the search of
database 170. Different actions are taken depending on the number
of matches found in the search of the product database. If no
matches are found, a block 3220 is performed in which a
determination is made as to whether to seek a Compound Unique Key.
A Compound Unique Key may exist if there are one or more unique
keys or identifiers which are not contained within database 170,
but may be used to find the desired item on the Internet.
[0167] If one match is found, a block 3230 is performed in which
voice portal 10 verifies if the match is the correct existant. If
the number of matches is greater than one but less than the maximum
number for a list, a block 3240 is performed in which the user is
requested to identify the existant from the list of matches. If
more matches are found than the maximum number of possible entries
in a list, a block 3250 is performed in which it is determined
whether the attribute is "extensible." In other words, a
determination is made as to whether more information can be
provided about the attribute. If more information cannot be
provided, control returns to block 3110 (FIG. 31) in which another
attribute from the attribute dependency graph is obtained. If the
attribute is extensible, a block 3260 is performed in which the
attribute is attempted to be extended. If the attribute can be
extended, control passes to block 3120 (FIG. 31) in which a
vocabulary set is built and ASR techniques and methods are used to
obtain an attribute value. If the attribute cannot be extended,
control passes to block 3110 (FIG. 31) in which another attribute
from the attribute dependency graph is obtained. If the extension
of the attribute results in a list of items, control passes to
block 3240.
[0168] Referring now to the query performed at block 3220, if a
determination is made that there is not a Compound Unique Key to
use for a WWW search, control passes to passes to block 3110 (FIG.
31). If the determination is made that a Compound Unique Key may
exist, control passes to a block 3270 in which a determination is
made as to whether the WWW is searched. If the WWW is not to be
searched, control passes to block 3030 (FIG. 30) which is the top
level of the current vertical domain. If the WWW is to be searched,
control passes to a block 3280. Referring now to block 3230 and
block 3240, if the correct existant is found or the correct
existant is found from the list, control passes to block 3280. If
the correct extistant is not found in block 3230 or block 3240,
control passes to block 3220 for a determination of whether there
is a Compound Unique Key which can be searched on to find an item.
At block 3280, a web lookup is performed. At this point, the
customer may be presented targeted advertisement of a variety of
lengths. Advertising is described in further detail with reference
to FIG. 36. During block 3280, block 3060 is performed in which a
found existant subsystem is executed.
[0169] Referring now to FIG. 33, the found existant subsystem
includes a block 3310 in which a log is made into the customer
database of the found item. In a preferred embodiment, customer
database is included in database 170. After block 3310, a block
3320 is performed in which information is prepared for presentation
as appropriate to the vertical domain from information in database
170. After block 3320, a block 3330 is performed in which related
information and command grammar is built. For example, in the movie
vertical domain, if a list of movies showing at a specific theater
is played, grammar would include the movie titles to allow the user
to ask for more information about a particular movie.
[0170] At a block 3340, information is returned from the user. In a
preferred embodiment, possible acceptable commands include commands
to hear more detailed information, to hear information from a
specific source, to hear related information (e.g., cheaper,
better), and to take action appropriate to the vertical domain
(e.g., increase the bid, change location). After block 3340, a
block 3350 is performed in which the next activity is obtained. If
a new vertical domain is desired, control passes to block 3020
(FIG. 30). If a new selection from the top of the current vertical
domain is desired, control passes to block 3030 (FIG. 30). If a new
existant is desired, control passes to block 3040 (FIG. 30).
[0171] Referring again to FIG. 32, after block 3280 is performed, a
block 3290 is performed in which web lookup results are coordinated
by updating database 170. During coordination of the web results at
block 3290, a smart delay handle may be performed at a block 3295
in which advertisements or other forms of handling a delay are
performed. Smart delay handle at block 3295 uses information from
the customer database and the advertising database. In a preferred
embodiment, the customer database and the advertising database are
subsets of database 170. In alternative embodiments, the customer
database and the advertising database are physically separate
databases.
[0172] In operation, the system and method for voice access to
Internet-based information described herein advantageously can
identify a vertical domain of interest to the consumer (e.g.,
movies, shopping), and then "funnel" user responses from the range
of all possible things in a vertical domain to the one or set of
things that the consumer wants. This funneling within a vertical
domain involves system-directed questioning the user about
attributes of products or services, according to a set of
pre-defined "paths" to funnel to a particular item. Paths are
defined in terms of orderings of constraints about products to be
ascertained and instantiated.
[0173] FIG. 34 illustrates a flow diagram 3400 of the funneling
process which allows voice portal 10 to funnel user responses and
achieve highly accurate rates of voice recognition for user
responses. At step 3410, a user calls voice portal 10. After step
3410, a step 3415 is performed in which the caller is identified,
using the different possible methods described above. After step
3415, a step 3420 is performed in which the user selects a vertical
domain of interest. A step 3425 is then performed in which the
attribute funnel characteristic to the chosen vertical domain of
interest is started. After step 3425, a step 3430 is performed in
which voice portal 10 determines whether the user has preferences
in this vertical domain of interest. If there are preferences and
the user does not want to over-ride them, control passes to a step
3460 in which the item or service is indicated as found based on
user preferences.
[0174] If no preferences are available or the user over-rides his
or her preferences, a step 3435 is performed in which an attribute
vocabulary set is built. Vocabulary sets advantageously allow voice
portal 10 to have a limited number of possible responses from which
to use in speech recognition of user response at this point in the
vertical domain of interest. With a defined vocabulary set, voice
portal 10 advantageously achieves with high rates of recognition
conventional speech recognition techniques. For example, it would
be easier to recognize the term "Brewers" after the user has
selected Major League Baseball (MLB) teams and a vocabulary set of
possible requests for MLB teams has been built. Such a vocabulary
set may include a variety of different types of user inputs for the
same information. For example, in the MLB team example, a
vocabulary set may include all the city or state names associated
with MLB teams as well as the MLB team mascot. Thus, "Milwaukee"
and "Brewers" would both be part of the vocabulary set of MLB
teams.
[0175] After an appropriate vocabulary set has been built, a step
3440 is performed in which voice portal 10 queries on the
attribute. For example, "What Major League Baseball team would you
like to hear about?" After step 3440, a step 3445 is performed in
which the attribute is identified. If an attribute is not
identified, a step 3447 may be performed to carry out fallback
procedures for the identification of the attribute. At a step 3450,
voice portal 10 determines whether it has reached an "end state,"
or a point at which the item or service has been found. If an "end
state" has not been reached, a step 3455 is performed in which the
next attribute is accessed and control returns to step 3430. In the
baseball example given, an end state has not been reached with only
the team name. Other "narrower" attributes, such as, recent game
results, player statistics, team standings, or other related
information must be requested. Once step 3460 is performed, a step
3465 is performed in which the found item or service is reported to
the user.
[0176] In an exemplary embodiment, the user selects item in the
following manner. The user first specifies the domain of interest
(e.g. e-commerce, traffic information, weather information, movies,
etc.). The user then chooses an item (e.g., a book, a toy, a route
of interest for traffic information, a city of interest for weather
information, etc.) by specifying attributes of the item. The user
is then provided with detailed information for an identified item,
appropriate to the domain of the item (e.g. products, traffic,
weather, movies, etc.). For example, in the E-commerce domain of
interest reviews, vendor information including pricing, shipping
costs and availability are available. In the movies domain of
interest, directory, producer, and cast are provided. In the
auctions domain of interest, outstanding bids are made
available.
[0177] Advantageously, the user may request information by locale
(e.g., the nearest vendor for an identified product, the nearest
theater for a movie) with multiple ways to identify a locale (e.g.,
zip, town name, city area "Boston North, West etc.). In an
exemplary embodiment, a strategy for location-identification around
ZIP codes is used which involves asking for suburb name, falling
back to city or even state and then zooming in again. In an
exemplary embodiment, the user is provided upon request with the
date and time on which information was last updated. Preferably,
all data presented to the user is of currency appropriate to the
domain. The user is informed of the source of the information
("provided by XXXXX") for "pure" source information, or information
from only one source. In a preferred embodiment, a "help" or
"instructions" option is available at every selection point.
[0178] The user may request item comparisons based on item
attributes, as appropriate to the domain. The user may request
identification of "better", "cheaper" and "related" items, as
appropriate to the domain. Advantageously, the user may explicitly
record items in a number of user-defined lists, as appropriate to
the domain of interest. The user may review items from their lists.
The user may request phone or email notification of information
changes (appropriate to the domain) for items on their lists.
[0179] FIG. 35 illustrates a flow diagram 3500 of an exemplary
process of carrying out a transaction using voice portal 10. At
step 3510, a user accesses (telephones or calls) voice portal 10.
After step 3510, a step 3515 is performed in which a funneling
process is performed to identify an item or service desired by the
user. Such funneling process performs the operations illustrated in
flow diagram 3400 and described with reference to FIG. 34.
[0180] After step 3515, a step 3520 is performed in which voice
portal 10 asks the user to specify a transaction desired and
relating to the item or service identified. After step 3520 is
performed, a step 3525 is executed in which voice portal 10
identifies the appropriate voice portal rule to execute the
specified transaction. After step 3525, a step 3530 is performed in
which the rule is executed to carry out the specified transaction.
Transactions can include purchasing an item or service, making a
bid on an auction, or any other type of transaction possible over
the Internet. After step 3530, a step 3535 is performed in which
voice portal 10 records the result of the transaction. Preferably,
the result is recorded in database 170. After step 3535, a step
3540 is performed in which the transaction is reported to the
user.
[0181] Different transactions (e.g., bid, watch, buy, track) are
appropriate to different domains. For example, in the e-commerce
domain of interest, the user may order an identified product from a
chosen vendor. Further, the user may add an item to a shopping cart
for purchase at a later time. The user may specify, when ordering,
a billing credit card and shipping address (from user profile or
manually). The user may also request status information for
previously ordered products. As another example, in the auction
vertical domain of interest, the user may increase existing bids or
the user may place bids on new auctions.
[0182] Advantageously, the process of carrying out a transaction
using voice portal 10 does not require a user to make any manual
actions on a computer. The user can buy items, make bids, or do any
other Internet transaction without clicking a mouse, pressing a key
on a computer keyboard, or any other computer-interface manual
action (e.g., mouse click, keyboard entry). Thus, the process
described with reference to FIG. 35 can be a "No Click" Internet
transaction process. User can utilize the touch pad of a phone and
still perform a "No Click" Internet transaction.
[0183] FIG. 36A illustrates a flow diagram 3600A of an exemplary
process of advertising using voice portal 10. Advantageously,
advertising subsystem 120 includes a method for determining what
advertisements to play to a specific user. Generally, this method
includes setting selection constraints based on a context, such as,
user demographics, location demographics, and a current vertical
domain of interest. After selection constraints are set, the method
queries an advertisement database based on the constraints and
retrieves a list of possible advertisements. The list of possible
advertisements is re-ordered based on a sales criteria for each
advertisement. An advertisement is selected from the re-ordered
list and presented to the user.
[0184] Referring to flow diagram 3600A, in a step 3610A,
advertising subsystem 120 in voice portal 10 sets selection
constraints for advertisements to be presented to a user. In one
embodiment, the selection constraints are based on user-centric
information, such as, user demographics, location demographics, and
the current selected vertical domain of interest (if any) as well
as advertising-centered information, such as, advertising sales
criteria, lack of repetition, and other advertising effectiveness
factors. Such constraints or criteria are used in selecting from a
variety of different types of advertisements, such as, an
introductory sponsorship advertisement, a vertical sponsorship
advertisement, and a commercial advertisement. After step 3610A, a
step 3615A is performed in which database 170 is queried for a list
of possible advertisements based on the constraints selected in
step 3610A.
[0185] After step 3615A, a step 3620A is performed in which the
list of possible advertisements is re-ordered based on sales
criteria factors. In one embodiment, sales criteria are used to
determine the following: (1) Is the advertisement delivery rate
being achieved for this advertisement? (2) Has the target delivery
minimum been achieved for this advertisement? Advantageously, the
sales criteria are used to make sure that each Advertisement
customer will have their requirements for delivery satisfied. In
one embodiment, a ratio is calculated to prioritize the
advertisements on which should be delivered first.
[0186] The following provides an example of using a ratio as the
determining factor of how advertisements are ordered. Advertisement
X needs 100,000 deliveries in its contract. Voice portal 10 has
already delivered 7,000 instances of Advertisement X. The start
date of the contract is May 10 and end date is June 7th. The
current date is assumed to be May 15th. So, an exemplary ratio is
determined as follows: [0187] Number of days since start of
contract=5. [0188] Length of contract=27 days. [0189] Number of
days that the Advertisement needs to be played=22. [0190] Percent
of ads played=7,000/100,000.about.=7% [0191] Percent of days
already played=5/27.about.=18.5% As such, an exemplary final ratio
is: (% of days already played-% of ads played)/Number of days
remaining in contract
[0192] Advantageously, this ratio accounts for advertisements that
should be played soon (lower denominator.fwdarw.higher ratio), and
the discrepancies of advertisements that have already been played
get pushed back with a lower ratio.
[0193] After step 3620A in which the list of possible
advertisements are re-ordered, a step 3625A is performed in which
an advertisement is chosen. In one embodiment, the advertisement is
chosen based on the highest ratio available in the list of possible
advertisements. After step 3625A, different actions are taken
depending on the type of advertisement to be presented. In a step
3630A, if there is no advertisement available and if the
advertisement type is an introductory sponsorship advertisement, an
exception is raised in a step 3635A. Otherwise, a step 3640A is
performed in which a decision is made as to whether an
advertisement is available. If there is an advertisement available,
a step 3645A is performed in which the advertisement is played. If
no advertisement is available, a step 3640A is performed in which
the selection constraints are reset and control returns to step
3620A.
[0194] As such, there are differences in the process steps for each
type of Advertisement, of which there are three: introductory
sponsorship Advertisements, vertical sponsorship Advertisements,
and commercial Advertisements. The following is an exemplary
process for selecting an introductory sponsorship Advertisement:
[0195] 1. Set selection constraints based on location for the
introductory sponsorship Advertisement type (vertical is not used
because, no vertical is applied). [0196] 2. Query the database
based on constraints with result transformed into a list of
possible Advertisements to play. [0197] 3. Reorder the list based
on the sales criteria. [0198] 4. Choose the Advertisements from the
list with the highest ratio. There must be an Advertisement in the
database and raise an exception otherwise.
[0199] The following is an exemplary process for selecting an
vertical sponsorship Ad: [0200] 1. Set constraints based on user
demographics, location demographics, and vertical type for the
vertical sponsorship Advertisement type. [0201] 2. Query the
database based on constraints with result transformed into a list
of possible Advertisements to play. [0202] 3. Reorder the list
based on the sales criteria. [0203] 4. Choose the Advertisement
from the list with the highest ratio if one is available and return
to the user interface. [0204] 5. If none are available, reset
selection constraints based only on vertical type and set the type
of vertical sponsorship to be only for Quack promotions. [0205] 6.
Reorder the list based on the sales criteria. [0206] 7. Choose the
Ad from the list with the highest ratio if one is available and
return to the user interface. [0207] 8. If the user heard all of
the Advertisements from the list, then return the Advertisement
that was last played to the user. If for some reason the list is
empty and no Advertisements are available, raise an exception.
[0208] The following is an exemplary process for selecting a
commercial advertisement: [0209] 1. Set selection constraints based
on location demographics, customer demographics and vertical type
for the commercial Advertisement type. [0210] 2. Query the database
based on those constraints with the result transformed into a list
of possible Advertisements to play. [0211] 3. Reorder the list
based on the sales criteria. [0212] 4. Choose the Ad from the list
with the highest ratio if one is available and return to the user
interface. [0213] 5. If none are available, reset selection
constraints based only on vertical type and set the type of
commercial to be either for Quack (i.e., voice portal system)
commercials or paid commercials (regardless of type entered).
[0214] 6. Reorder the list based on the sales criteria. [0215] 7.
Choose the Advertisement from the list with the highest ratio if
one is available and return to the user interface. [0216] 8. If the
user heard all of the Advertisements from the list, then return the
Advertisement that was last. If for some reason the list is empty
and no Advertisements are available, then raise an exception.
[0217] Referring now to FIG. 36B, a flow chart 3600B illustrates a
second exemplary process of advertising using voice portal 10. In a
step 3610B, a user accesses (telephone or calls) voice portal 10.
After step 3610B, a step 3615B is performed in which a user lookup
is performed to identify the user. Caller identification may be
done in a variety of methods, some of which are described with
reference to FIGS. 2 and 30. After step 3615B, in a step 3620B, a
determination is made as to whether the user is known by voice
portal 10. If the user is not known, a step 3625B is performed in
which a default profile is used for the user. In an exemplary
embodiment, the default profile does not include user constraints
or limitations for certain advertisements. The default profile can
be geared for certain parameters known about the call, such as for
example, the area code of the user, time of day of the call, day of
the week, etc. If the user is known or after step 3625B is
performed, a step 3630B is performed in which advertising subsystem
120 generates a set "S" of advertisements based on the type of
interface (e.g., speech, WAP, WWW) including user constraints
particular to the current user.
[0218] Given the current operating context (e.g., particular user,
vertical domain of interest), in a step 3635B, advertising
subsystem 120 generates weights for advertisement set S based on
the advertising context. After step 3635B, a step 3640B is
performed to determine whether the context is enough to accurately
know what the user most wants. If the context is not enough, a step
3645B is performed in which an advertisement is picked based on the
partial context obtained. If the context is sufficient, a step
3650B is performed in which the best fit advertisement is
played.
[0219] Advantageously, advertising subsystem 120 provides an
initial general advertisement or sponsorship message to all
callers. Advertising subsystem 120 also provides targeted audio
advertisements to users, chosen based on a utility function
appropriate to the domain. In an exemplary embodiment, the utility
function is related to the availability of the product or service
to be advertised, the relatedness of the current item (e.g., DVD is
related to television), the relevance to the user (e.g., by
demographic), the desirability of the user to the advertiser, and
the value to the service provider (e.g., based on cost/return).
Advantageously, advertising subsystem 120 is capable of delivering
a certain number of advertisements to users within a certain time
frame. Moreover, advertising subsystem 120 is capable of delivering
advertisements across different platforms, such as wireless
application protocol (WAP), WWW, and speech interfaces.
[0220] Taking for example, the speech interface platform, within
the first minute, one sponsorship advertisement and one targeted
advertisement are delivered to the user. Within each additional 40
seconds, a second targeted advertisement is delivered. In one
embodiment, a sponsorship message will process in 3-5 seconds, and
then a targeted advertisement takes 10-20 seconds.
[0221] The implementation of this structure is based on the fact
that the introductory sponsorship advertisement is presented upon
entering the system. Each time the user enters a vertical, the user
is prompted with a "vertical sponsorship". Once the user is about
to receive the data requested, a full commercial would be presented
to the user. Advantageously, this model approximates the schedule
listed in previously as the user is estimated to be searching for
their piece of information for 40 seconds before receiving it.
[0222] In the advertising context, "Speak-throughs" are requests to
deliver more detailed information upon presentation of an
advertisement. Advantageously, speak-throughs apply not only to
speech interface, but also to both the WAP and WWW. For the WAP,
speech and text can be considered for a speak-through while
clicking on a banner to find out more on an ad would be a
speak-through on the WWW. One embodiment of a speak-through on a
voice interaction is to point the customer to a website address or
a phone number. In alternative embodiments, speak-throughs collect
an email address or a custom phone number to provide to the
advertiser to send more relevant information to the customer. With
a WWW interface, speak throughs may include using an outside source
to manage and audit customer information. Advertising subsystem 120
may also provide targeted "banner" advertisements to users, chosen
based on a utility function appropriate to the domain (e.g., WWW
interface).
[0223] The management of the advertising delivery of advertising
subsystem 120 is based on a combination of several factors. In an
exemplary embodiment, an advertisement is delivered in one of three
places. First, an advertisement may be delivered when the user is
preparing to enter the system to begin a new session. This
sponsorship message will be in the voice of user interface 110, or
"the system voice", and should rotate among several alternative
advertising sponsors. For example, a sponsor message may say,
"Quack is brought to you by Visa, the currency of the web" or
"Quack is brought to you by SprintPCS; the clear future of cellular
services."
[0224] Second, another sponsorship advertisement (a "vertical
sponsorship" advertisement) may be delivered just before a user has
accessed a certain vertical of the system, such as movies, traffic,
or weather. For example, such an advertisement may say, "Brought to
you by IMDB, the world's authorities on movie information" and "LCE
Sony Metreon: Boston's ONLY choice for great movie selections."
[0225] Third, an advertisement may be delivered just before the
user receives the refined request. This type of advertisement is
defined as a "commercial". Such advertisements are timely (i.e.,
delivered at chosen points) but only on a so-often basis, such as
every 2 minutes. Advantageously, the system voice can point out a
value-added situation for the user that may be helpful. For
example, a nearby restaurant may be suggested when a user is
selecting a movie at a particular theater. Speak-through
advertisements are preferably used here, although non-speak through
advertisements are possible. The advertising content itself is
preferably about 7 seconds in length. The speak-through ads are
preferably of maximum possible quality (i.e., professionally
produced), and of length of about preferably 15 to 20 seconds. For
example, if the user selects American Beauty as a movie at LCE Sony
Metreon, the system voice says, "I'm looking up the listing at Sony
Metreon . . . if you would like to hear about `Tony's Matriciana`:
Boston's best Italian food only 5 minutes from Sony Metreon, say
`Tony's!`, or hold on for your listing." The user may then
automatically set up a reservation. Other relatedness attributes
may also be used for targeted advertising. Advantageously, the
advertisement is delivered in these different spots due to the
current assumptions that making a vertical-specified request will
take the amount of time to deliver the advertisements.
[0226] Along with these issues, decisions are made on which
advertisements users are to have delivered to them. Factors
incorporated into this decision include the length of the call,
what type of vertical content is requested, combination of content
and user profile (and/or location) (i.e. restaurant ads should be
local to the customer), revenue potential, callers requesting
specific information, and if the user has heard the advertisement
already. In an exemplary embodiment, advertisements are rotated
based on the following factors: When was the last time that the ad
was played? When was the last time the user heard the ad before
this call? Did the user hear the ad already this call? Is the ad
delivery rate being achieved for this ad? Has the target delivery
minimum been achieved for this ad?
[0227] Advantageously, advertisements are delivered in a manner
such that the presentation is appropriate to particular customers
and are tracked accordingly to billing rates. Thus, certain basic
data is gathered to manage each ad, such as, how many times has the
ad been played and how many times has an individual user heard the
ad?
[0228] As well, given this basic data, the following more complex
queries are available. For example, queries may include the ability
to create a report of all users who have heard an ad among various
defined groupings as follows: name, demographic information,
location, and relatedness information (what else have these users
requested). Queries may also include the ability to create a report
of all users who have requested speak-through information.
[0229] The capability of barging-in (i.e., stopping the
advertisement from being played), which is possible during other
modes of operation for voice portal 10 can be removed while
presenting an ad. The capability to prevent barge-ins is important
in that advertisers must be assured of the data that has been
acquired with respect to the advertising that was given through
voice portal 10. In one embodiment, the gathering of this
advertising data is done by a third party auditor.
[0230] Advertising subsystem 120 keeps a record of all
advertisements served to users, including successful (i.e.,
complete) and unsuccessful (i.e., incomplete) deliveries.
Preferably, this record is stored in database 170. Advantageously,
advertisements may be targeted by vertical domain of interest, or
caller location or user, or user preferences, or user past
interests, or by some other combination of advertiser interests and
user collected information.
[0231] Advantageously, the use of context sensitive information can
be used to narrowly target advertisement to a user.
Context-sensitive Advertisement targeting in voice portal 10
relates an Advertisement commercial to nearly exactly what
information the user receives. To make this function correctly, an
appropriate pointer is passed into the selection algorithm just
before the Advertisement is to be played. In the one embodiment,
the vertical type is the context pointer.
[0232] In other embodiments, an existant is the context pointer
that allows more specific targeting. This context pointer matches
its attributes' criteria with market research criteria to determine
weights in certain categories. These category weights combined with
the sales criteria of the Advertisements in the initial list define
an ordering of context weights from which to best select
Advertisements. This initial list, created from demographics and
vertical type, form the basis for the context weighting.
Mathematical notation is introduced to generalize this problem into
an algorithm, and an example follows to illustrate it.
[0233] First, variables are defined with respect to the parameters
involved. Let the list of attributes of the existant passed into
the algorithm be defined by the set {e.sub.1, e.sub.2, e.sub.m},
where m is the number of attributes in the existant. For example,
for a movie existant, sample attributes are genre, location and
show time. The list of categories available to associate
Advertisements with, are defined by the set {C.sub.1, C.sub.2, . .
. , C.sub.n}, where n is the total number of categories. Some
sample categories in the system would be: family, restaurants,
nightlife, movies, and entertainment. Let there be a context
category weight, W.sub.i, for each category C.sub.i, where
i.epsilon.{1, . . . , n}. The purpose of having context category
weights is to determine the strength of the context in comparison
to the advertisement's category weights, as discussed below.
[0234] The market research criteria for all existants is
represented by P={p.sub.1, p.sub.2, . . . p.sub.t} where t is the
total of all criteria in the database. Each criterion p.sub.i has
an associated weight w.sub.j, where j.epsilon.{1, . . . , t} and
each attribute e.sub.i will try to satisfy all p.sub.j, for all i,
j, where i.epsilon.{1, . . . , m}, j.epsilon.{1, . . . , t}. Thus,
if e.sub.i satisfies p.sub.j, and p.sub.j belongs to category
C.sub.k, then W.sub.k=W.sub.k+w.sub.j, where i.epsilon.{1, . . . ,
m}, j.epsilon.{1, . . . , t}, k.epsilon.{1, . . . , n}. This
iteration is used to define the aforementioned context weights of
each category.
[0235] Once the total context weight for each category, W.sub.k, is
defined, its associated strength ratio, R.sub.k, must be
calculated. The strength ratio of a category is used to determine
if the context of the existant is strong enough to merit in the
selection of the Advertisement. For example, if the family category
has many criteria in P, then we want to make sure that the weights
corresponding to the context of the existant are in an acceptable
proportion. So, R.sub.k=W.sub.k/T.sub.k, where T.sub.k is the total
weight of all criteria in P relating to category k.
[0236] The list of advertisements generated by the demographic
query are defined by the set A={A.sub.1, A.sub.2, . . . , A.sub.r},
where r is the total number of ads in the list. Each ad A has its
own category weight x.sub.k, where i.epsilon.{1, . . . , r} and
k.epsilon.E {1, . . . , n} which is used in conjunction with the
algorithm's corresponding context category weight ratio
R.sub.k.
[0237] Thus, once the initial list of Advertisements A has been
created by filtering the demographics and Advertisement type on the
database, the steps in the algorithm would be as follows:
TABLE-US-00003 1. Set category weights, W.sub.k, for each category
C.sub.k as follows .cndot. Initialize each W.sub.k = 0, where k
.di-elect cons. {1, ..., n}. .cndot. For each i .di-elect cons. {1,
..., m} and for each j .di-elect cons. {1, ..., t}, based on the
current attributes of the existant, {e.sub.1, e.sub.2, ...,
e.sub.m}, if e.sub.i satisfies p.sub.j, and p.sub.j is associated
with category C.sub.k, then W.sub.k = W.sub.k + w.sub.j, where k
.di-elect cons. {1, ..., n} 2. Now tabulate the categories' total
weights independent of the attributes of the existant. From those
total weights, establish each category's context ratio .cndot. For
each k .di-elect cons. {1, ..., n} and for each j .di-elect cons.
{1, ..., t}, if p.sub.j is associated with category C.sub.k, then
T.sub.k = T.sub.k + w.sub.j. Set the context category context
ratio, R.sub.k = W.sub.k/T.sub.k 3. For each category k, multiply
each R.sub.k by the category weight x.sub.k of each Ad A.sub.i, and
then multiply the sum by the sales criteria ratio of the Ad,
S.sub.i, to get context total G.sub.i .cndot. For each i .di-elect
cons. {1, ..., r}, calculate G.sub.i where G.sub.i = S.sub.i
(R.sub.1x.sub.1 + ... + R.sub.nx.sub.n) 4. Select the Ad A.sub.i,
where i is defined by max(G.sub.i), i .di-elect cons. {1, ...,
r}.
The above algorithm can be illustrated by a simple example.
Consider an example where a user is using the service of voice
portal 10 while in the movies vertical domain of interest. The
vertical sponsorship Advertisement has been played and the user is
just about to receive information regarding a movie showing. Thus
as context, the selection includes the pointer to the specific
existant that is to be played, which is for arguments' sake,
"Mission to Mars". Some of the attributes of the movie showing
existant are rating (e.g., R), genre (e.g., Thriller) and a show
time (e.g., 4:00 pm), which can be represented by {e.sub.1,
e.sub.2, e.sub.3}. Thus, there needs to be a list of matching
context criteria containing the elements P={p.sub.1, p.sub.2, . . .
, p.sub.t}. A sample list of criteria could be represented in the
database as:
TABLE-US-00004 Match Attributes Type Value Category Weight Movie --
-- Entertainment 10 Movie Rating = G Family 80 Movie Rating = R
Nightlife 50 Movie Genre = Suspense Teen 40 Movie Genre = Suspense
Adult 50 Movie Genre = Thriller Teen 80 Movie Show > 7:00 PM
Teen 80 Time Movie Show < 4:00 PM Family 70 Time
From this table, the categories can be inferred as
C={Entertainment, Family, Nightlife, Teen, Adult} where k=5. So
from step 1, W.sub.1=10, W.sub.2=0, W.sub.3=50, W.sub.4=80 and
W.sub.5=0. From step 2, establish R.sub.1=1, R.sub.2=0, R.sub.3=1,
R.sub.4=0.4 and R.sub.5=0 (this is assuming that P has only 8
elements, which will not likely be the case, and will be around 200
or more elements). Now, assume that the Advertisement list A has
three Advertisements. Assume that the weightings of the
advertisements' five categories are:
TABLE-US-00005 Enter- Night- Sales Ad Name tainment Family life
Teen Adult Ratio IMDB 0.9 0.5 0.7 0.9 0.9 0.8 Mission to Mars 0.9 0
0.9 0.9 0.8 1.1 AMC Theaters 0.9 0.9 0.7 0.9 0.7 1.0
So, from these weightings, {x.sub.1, x.sub.2, x.sub.3, x.sub.4,
x.sub.5}, we can make the calculations to get values for G.sub.i
for each Ad A.sub.i, where i.epsilon.{1, 2, 3}, as follows:
G.sub.i=S.sub.i(R.sub.1x.sub.1+ . . . +R.sub.nx.sub.n)
G.sub.1=0.8((1)(0.9)+0+(1)(0.7)+(0.4)(0.9)+0)=1.568
G.sub.2=1.1((1)(0.9)+0+(1)(0.9)+(0.4)(0.9)+0)=2.376
G.sub.3=1.0((1)(0.9)+0+(1)(0.7)+(0.4)(0.9)+0)=1.96
Thus, based on context and sales ratio determination, the "Mission
to Mars" Advertisement is most appropriate. This algorithm notes
the context of different categories based on their relevance to the
piece of information being retrieved. It also organizes the fact
that the Advertisments that need to be played for sales criteria
are noted and factored into the ordering. The example illustrates
only a short list of ads, categories and criteria in P. The
algorithm is intended to take advantage of many more categories and
criteria.
[0238] FIGS. 37-43 illustrate an exemplary dialog map of the
interaction between the user and voice portal 10. The dialog map
described with reference to FIGS. 37-43 is for illustration
purposes only. While only movies, weather, traffic, stocks, and
sports vertical domains of interest are shown in the FIGURES, it
should be apparent that any vertical domain of interest could be
included in such a dialog map (and in the interaction of voice
portal 10 with the user), particularly in light of the expansive
and adaptive capabilities available due to data structure models
300, 400, and 450, described with reference to FIGS. 4-6.
Furthermore, the specific blocks representing different
interactions between the user and voice portal 10 are for
illustration only. A wide variety of interactions are possible for
each of the many possible vertical domains of interest.
[0239] FIG. 37 illustrates a dialog map 3700 in which after a
telephone call is made by a user to voice portal 10, a block 3710
is performed in which a welcome is provided. After block 3710, a
block 3720 is performed in which a sign-in procedure is followed
(described further with reference to FIG. 38). After the sign-in
procedure of block 3720, the user can select to have an
introduction to the service of voice portal 10 at blocks 3730 and
3740 or go directly to the runway information for introduction of
the possible vertical domains of interest at a block 3750.
Specifically, at block 3730, introductory information is provided
on the service provider. At block 3740, introductory information is
provided on how the service works. At block 3750, voice portal 10
requests the user to select a domain of interest from a "runway"
(e.g., movies, weather, traffic, stocks, sports).
[0240] If the user selects the movies domain of interest, a block
3760 is performed in which a movies subsystem is executed
(described further with reference to FIG. 39) and the user has
access to movie information and transactions, such as, movie
listings, theaters, and reviews. If the user selects the weather
domain of interest, a block 3770 is performed in which a weather
subsystem is executed (described further with reference to FIG. 40)
and the user has access to weather information, such as, today's
forecast or the extended forecast for a preferred location or any
location. If the user selects the traffic domain of interest, a
block 3780 is performed in which a traffic subsystem is executed
(described further with reference to FIG. 41) and the user has
access to traffic information, such as, reports by city, reports
for a certain route, or personalized reports. If the user selects
the stocks domain of interest, a block 3790 is performed in which a
stocks subsystem is executed (described further with reference to
FIG. 42) and the user has access to stocks information and
transactions, such as, market summaries, stock quotes, stock news,
and personalized stock news or transactions (e.g., buy, sell). If
the user selects the sports domain of interest, a block 2500 is
performed in which a sports subsystem is executed (described
further with reference to FIG. 43) and the user has access to
sports information and transactions, such as, sports scores, sports
news, sports events ticket information, and sports fantasy league
transactions.
[0241] Referring now to FIG. 38, a sign-in subsystem is shown. At a
block 3810, caller identification is attempted. One type of user of
voice portal 10 is an unidentified user. The unidentified user
calls in (possibly for the first time) and is either locatable by
conventional caller-identification techniques ("caller ID") or not.
If the caller-ID does not exist in database 170, the caller is
possibly a new caller. If the caller-ID is suppressed, voice portal
10 can't tell either way. In one embodiment, voice portal 10 asks
for a phone number (or other identifier) and continues with an
"identified" caller. In an alternative embodiment, voice portal 10
continues without verification. This decision may depend on the
kinds of information being requested. For example, in particular
vertical domains, the identity of the user may need to be
determined to identify the user before proceeding (e.g.,
auctions).
[0242] Identified users are either subscribed or non-subscribed. If
the identified user is subscribed, voice portal 10 has information
on the user, such as, credit cards and preferences from database
170. Preferably, a user subscribes so that voice portal 10 can
start tracking preferences and interests to achieve a higher degree
of consumer-value-added and thus loyalty to the service. The user
may specify profile information, including addresses and credit
card numbers, upon subscription. Further, the more information
amassed about a particular caller, the more directed (and hence
valuable) advertisements are.
[0243] If caller identification is possible, a block 3820 is
performed in which user confirmation is performed by asking the
user for a password. Once the password is verified, user
preferences can be set and control passes to a block 3870 and
control returns to FIG. 37 where an introduction or runway
selection is performed. If the password given is invalid, control
passes to a block 3840.
[0244] If caller identification is not possible or the user did not
know his or her password, control passes to a block 3830 where
voice portal 10 determines the user's account status. If the user
does not have an account, control passes to a block 3850 where an
account setup reminder is given that the user should set up an
account. If the user has an account, control passes to block 3840
where voice portal 10 gets the user's account number. If the user
has forgotten the account number, control passes to block 3850
where the user is asked to set up an account. If the user provides
a valid account number, control passes to block 3820 for user
confirmation. If the user gives an account number which is invalid,
control passes to block 3860 where voice portal 10 informs the user
that the account is invalid and to visit a web site or call a
support number for assistance. Control then passes to block 3880
and to FIG. 37 where an introduction or runway selection is
performed.
[0245] Referring now to FIG. 39, a movies subsystem is performed.
At a block 3910, voice portal 10 plays an introduction to the
movies domain of interest. The user can select options, such as,
movies at a theater, listings for a movie, and movie reviews. If
the user selects movies at a theater, control passes to a block
3915 in which voice portal 10 determines the geographic location
desired by the user. Various methods may be employed to determine
location, such as, ZIP code, state and city, or preferences. If
there is no theater near the given location, a block 3920 is
performed in which a message is played to inform the user that no
theater is located in the given area. After location is determined,
a block 3925 is performed in which theater names within the
location are listed. After block 3925, a block 3930 is performed in
which movies are listed which are playing at theaters within the
area. Voice portal 10 requests the user select a movie and control
passes to a block 3935.
[0246] Returning now to block 3910, which played an introduction to
the movies domain of interest, if the user requests listings for a
movie, a block 3940 is performed in which voice portal 10 requests
the movie title from the user. After block 3940, a block 3945 is
performed in which the geographic location desired by the user. As
discussed above, a variety of methods may be used to determine the
caller's location. If there are theaters showing the selected
movie, a block 3950 is performed in which the theaters playing the
movie are listed and the user is asked to select from the list.
Control then passes to block 3935. If there are no theaters showing
the selected movie, a block 3955 is performed and the times for the
movie at the closest locations are provided to the user. Control
then passes to block 3935.
[0247] Referring now to block 3910, which played an introduction to
the movies domain of interest, if the user requests a movie review,
a block 3960 is performed in which voice portal 10 requests the
movie title from the user. After block 3960, a block 3965 is
performed in which the review is played for the selected movie.
After block 3965, a block 3970 is performed in which voice portal
10 asks the user if he or she would like to find showings for the
movie selected. If the user declines, control returns to block 3960
to get another movie title for a movie review. If the user accepts,
control passes to block 3945.
[0248] At block 3935, voice portal 10 provides movie showing times
for the selected movie and theater. At a block 3980, voice portal
10 requests a next action. The user can request the theater
address, which is then provided at a block 3985. The user can also
request a review of the movie, which is then provided at a block
3990. Once the user wants to leave the movie domain of interest,
control returns to block 3750 of FIG. 37.
[0249] Referring now to FIG. 40, a weather subsystem is performed,
as shown. At a block 4010, voice portal 10 plays an introduction to
the weather domain of interest. After the introduction is played at
block 4010, control passes to a block 4020 in which voice portal 10
obtains location information to use in the weather domain of
interest. As described above, multiple methods are possible to
obtain location information, such as, obtaining location from ZIP
code, city or state, and other locational indicia. After block
4020, control passes to a block 4030 in which voice portal 10
provides a prompt as to whether the user would like live weather
information or weather information for later periods of time. If
the user selects to hear weather information for later periods of
time, control passes to a block 4040 in which voice portal 10 plays
a prompt which provides weather latency options to the user. If the
user wants current weather information or after the user has
selected latency options at a block 4040, control passes to a block
4050 in which voice portal 10 provides the weather information
desired.
[0250] After block 4050 is performed, control passes to a block
4060 in which voice portal 10 asks the user whether an extended
forecast is desired. If a extended forecast is desired, control
passes to a block 4070 in which voice portal 10 provides an
extended forecast. After block 4070 or if the user does not want an
extended forecast, control passes to block 4080 in which voice
portal 10 asks for the next action from the user. If the user wants
to continue in the weather domain of interest, control passes to
block 4020. If the user wants to leave the weather domain of
interest, control passes to a block 4090 corresponding to the
runway described with reference to FIG. 37 as block 3750.
[0251] Referring now to FIG. 41, a traffic subsystem is performed.
At a block 4110, voice portal 10 plays an introduction to the
traffic domain of interest. After block 4110, control passes to a
block 4115 in which voice portal 10 obtains location information
for user or personalized information on the user. After block 4115,
control passes to a block 4120 in which voice portal 10 obtains
city traffic information. If no city traffic information is
possible, control passes to a block 4135 in which ZIP code traffic
information is obtained. ZIP code traffic information is a fallback
if a city is not recognized by voice portal 10. If the city data is
not found and data is contained for locations nearby, control
passes to a block 4140 in which voice portal 10 asks for a nearby
city. If at block 4120 no traffic events are reportable, control
passes to a block 4125 in which the user is told no traffic is
reportable in the city. If at block 4120 no traffic data is
available, control passes to a block 4130 in which the user is
provided the option to try another city or to go to the runway for
selection of a new domain of interest.
[0252] After block 4120, control passes to a block 4145 in which
voice portal 10 requests a specific traffic route or the "whole
city." After block 4145, control passes to a block 4150 in which
voice portal 10 obtains route direction information. After block
4150, control passes to a block 4155 if there is no traffic on the
route to report. At block 4155, the user is given the option to
select a new traffic route or the "whole city" as well as going to
the runway and selecting a new domain of interest. If route traffic
information is available, after block 4150, control passes to a
block 4160 in which voice portal 10 lists the route traffic for the
selected route. If the user has selected "whole city" in block
4145, control passes a block 4165 in which voice portal 10 lists
city traffic information.
[0253] After block 4160 and block 4165, control passes to a block
4170 in which voice portal 10 provides the desired traffic report
to the user. After block 4170, control passes to a block 4175 in
which voice portal 10 asks for the next action to be performed in
the traffic domain of interest. In an exemplary embodiment, next
actions may include repeat the traffic report, continue the list of
traffic information, and going to the runway. After the user has
made the selection at block 4175, control passes to an appropriate
block. For example, if the user selects to repeat the traffic
report, control passes to a block 4170. If the user selects the
continue list option, control passes to either block 4160 or block
4165, depending on the selection of a specific traffic route or the
"whole city" made at block 4145. If the user selects go to runway,
the control passes to a block 4180 which corresponds to the runway
described with reference to FIG. 37 as block 3750.
[0254] Referring now to FIG. 42, a stocks subsystem is performed.
At a block 4210, voice portal 10 plays an introduction to the
stocks domain of interest. After block 4210, control passes to a
block 4215 in which voice portal 10 provides the user with the
option of selecting for a market summary, stock quotes, or a
personalized listing called "MyQuack." If the user selects market
summary, control passes to a block 4240 in which a market summary
is provided for a variety of markets, such as, the Dow Jones
Industrial Average, NASDAQ, S&P 500, NYSE Volume, NASDAQ
Volume, and 30 year bonds. If the user selects stock quotes,
control passes to a block 4220 in which voice portal 10 obtains a
specific stock name from the user. After block 4220, control passes
to a block 4225 in which voice portal 10 obtains the stock exchange
corresponding to the stock name provided in block 4220. After the
exchange is identified, control passes to a block 4230 in which
voice portal 10 provides stock information, such as, value, last
trade, change, volume, and day high/low.
[0255] After block 4230, control passes to a block 4235 in which
voice portal 10 asks for the next action to be performed in the
stocks domain of interest. In an exemplary embodiment, the user may
select to repeat stock information/continue listing stock
information, get a new stock, hear market summary, or go to runway.
Depending on the selection made by the user at block 4235, control
passes to block 4240 for market summary, block 4220 for a new stock
name, a block 4250 for a personalized my quack stock, or a block
4275 for the runway. Before block 4275, control may pass to a block
4270 in which voice portal 10 provides a preference reminder to the
user that preferences may be set to obtain personalized information
in a quicker fashion. If the user has already been reminded in this
call about preferences, control passes directly to block 4275.
[0256] If in block 4215 the user selects "MyQuack" control passes
to a block 4245 if no account information is identified and block
4250 if account information is identified. In block 4245 a
preference setup and account information is established. A
suggestion may be made to the user that an account be setup on the
Web. At block 4250, personalized stock information is provided,
such as, value, last trade, change, and volume. During operation of
block 4250, the user may identify a specific stock by saying, for
example, "that one" during the playing of information on the
particular stock. If such a selection is made, control passes to a
block 4255 in which stock news options are listed for the
particular stock. After the user has selected a particular type of
stock news from the list in block 4255, control passes to a block
4260 in which voice portal 10 plays the selected stock news. After
block 4260, control passes to block 4265 in which voice portal 10
asks the user whether to return to get list of stock news (block
4255) or exist stock news. If the user selects to exist the stock
news, control passes to block 4235 in which the next action for
stocks is requested. Once the user has completed the stocks domain
of interest, control passes to block 4275 corresponding to the
runway described with reference to FIG. 37 as block 3750.
[0257] Referring now to FIG. 43, a sports subsystem is performed.
At a block 4310, voice portal 10 plays an introduction to the
sports domain of interest. After block 4310, control passes to a
block 4315 in which voice portal 10 obtains the type of sports
desired by the user or the user may say "MyQuack" to get scores for
a personalized sports type. If the user chooses a particular sport,
control passes to a block 4320 in which voice portal 10 obtains the
league name of a selected sport from a list. For example, voice
portal 10 may list "NFL, NBA, NHL, and Major League Baseball."
After the user has made a selection of the league name, control
passes to a block 4325 in which voice portal 10 obtains the
specific team the user is interested in. After block 4325, control
passes to a block 4330 in which sports scores are provided. For
example, voice portal 10 may say, "The last game played by TEAM was
DATE with a final score of TEAM 1, SCORE 1, TEAM 2, SCORE 2."
[0258] If in block 4315 the user has selected "MyQuack," control
passes to block 4340. At block 4340, voice portal 10 provides
sports scores for the personalized MyQuack sports teams. After
block 4340, control passes to a block 4335 in which voice portal 10
provides sports news for teams specific news. After block 4330 and
block 4335 control passes to a block 4345 in which voice portal 10
asks whether the user would like the sports information just heard
to be repeated. If the user responds affirmatively, voice portal 10
returns to repeat the information provided. If the user does not
want the information repeated, control passes to a block 4350 in
which voice portal 10 asks for the next action to be performed in
the sports domain of interest. After block 4350, control passes to
block 4320 to select a league name, block 4340 to provide my quack
sports scores, or to a block 4355 for runway information. A block
4355 corresponds to the runway described further with reference to
FIG. 37 as block 3750. Each subsystem of FIGS. 40-43 is shown by
way of example only.
[0259] While the embodiments illustrated in the FIGURES and
described above are presently preferred, it should be understood
that these embodiments are offered by way of example only. Other
embodiments may include various data structures for simplifying
access to the Internet via voice portals. The invention is not
limited to a particular embodiment, but extends to various
modifications, combinations, and permutations that nevertheless
fall within the scope and spirit of the appended claims.
* * * * *